AccountId: 011433970860
ContactId: 29fa2688-53d3-4616-9f0c-3dc145f6aea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306690 ms
Total Talk Time (AGENT): 143223 ms
Total Talk Time (CUSTOMER): 74949 ms
Interruptions: 2
Overall Sentiment: AGENT=3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/29fa2688-53d3-4616-9f0c-3dc145f6aea5_20250205T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility only. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] No, no, just the eligibility effective date please.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 0251
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 69.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I do show that she is the spouse of the subscriber on the supplemental policy and it is active, [PII]. The effective date is [PII].
[AGENT][NEUTRAL] And I don't know if you're, yes ma'am, I don't know if you're able to make a note or not, [PII], but if there is a claim filed with APL on this policy, we will also have to have a copy of the primary insurance company's explanation of benefits as well. And then once we've processed our claim, we do have a portal that you can check claim status in by going to [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK. OK. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And for claims mailing address, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You need the address or you're wanting to verify what you have?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have the [PII].
[AGENT][NEUTRAL] No, ma'am. That is an old address that needs to be updated. Mhm.
[CUSTOMER][NEUTRAL] And this old 10, OK. May I have the new one?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And for their ID number, please?
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] And if we have time, can I, I have one more patient.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and what is the next patient's policy number?
[CUSTOMER][NEUTRAL] 025049009.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome
[AGENT][NEUTRAL] And your patient's name please and their date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, so on this policy I do show that he is the subscriber on the supplemental policy. It is also active with an effective date of [PII].
[AGENT][NEUTRAL] And the same things would also apply on him [PII] as far as sending the primary EOB and our portal and that claims mailing address and payer ID.
[CUSTOMER][POSITIVE] Yes. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Well, you're certainly very welcome. So is that all I can help you with today?
[CUSTOMER][POSITIVE] Mm that's all. Thank you.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.