AccountId: 011433970860
ContactId: 2cc29bd1-f1f5-4ff1-8812-ec799a2844db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292670 ms
Total Talk Time (AGENT): 136069 ms
Total Talk Time (CUSTOMER): 200284 ms
Interruptions: 16
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/2cc29bd1-f1f5-4ff1-8812-ec799a2844db_20250624T13:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. Thank you for calling.
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling you from Jackson Memorial Hospital, and I would like to uh make eligibility for one of your patients.
[AGENT][NEUTRAL] OK. Did you say that your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] OK, did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And [PII], you're needing to verify eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] eligibility.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Yes, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] I'm sorry [PII].
[AGENT][NEUTRAL] With the same extension?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK, thank you. And what is your patient policy number, [PII]?
[CUSTOMER][NEUTRAL] It's going to be 02.
[CUSTOMER][NEUTRAL] 21647.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Capital letter [PII].
[CUSTOMER][NEUTRAL] Lima 8 at the end.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And any information, [PII] 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] Any information that I provide for you today will be a verification of benefits and to guarantee payment. What is your patient's name and your date of birth? Yes, allow me one second, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient name is going to be.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Patient day of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Daddy
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do show that he is a dependent on the supplemental policy, and this policy is active and his effective date is [PII].
[CUSTOMER][NEUTRAL] I do hear that he is dependent on the supplemental policy, and this policy is active and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefit information do you need for him inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Uh, yes, outpatient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the outpatient benefit maximum per calendar day for covered outpatient services is $200 per covered person and there is no outpatient deductible per covered person per calendar day.
[CUSTOMER][NEUTRAL] So the outpatient benefit maximum per calendar day for cover outpatient services is $200.
[CUSTOMER][NEUTRAL] And there is no outpatient deductible for public person for calendar day. OK.
[AGENT][NEUTRAL] Because this is a supplemental policy to his primary insurance that when, when the claim is submitted to APO for review, we must also receive a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] The cases of a supplemental policy to his primary insurance is committed to APOWB. We must also receive a copy of the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here we do have a portal in which you should be able to check our claim status in.
[CUSTOMER][NEUTRAL] And then once we have processed our claim here, we do have a portal in which you should be able to check our claim status in.
[AGENT][NEUTRAL] And the website to go to for our portal is located at secured.
[CUSTOMER][NEUTRAL] On the website today she got a portal.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] A properly.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Miss, um, may I please know if this is the right, um, address to submit the claim? Is it going to be P?
[CUSTOMER][NEUTRAL] 248
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] zip code [PII].
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate it for your help. Uh, you said that your name is [PII].
[AGENT][POSITIVE] You're welcome. Yes.
[AGENT][NEUTRAL] I did, and you will use my name, [PII], along with today's date if you need a call reference number.
[CUSTOMER][NEUTRAL] I did you will use my name along with today's date if you need a.
[CUSTOMER][POSITIVE] OK thanks appreciate it for your help. No, actually that will be all for today and you, um, are being very helpful. Thanks, appreciate it.
[AGENT][POSITIVE] And is there anything else I can help you with? Oh, you're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, it is, it was my pleasure helping you today and thank you again for calling APL. I hope you have a nice day.
[CUSTOMER][POSITIVE] Well, it is, it was my pleasure helping you today and thank you again for calling us. I hope you have a nice day. You too, appreciate it. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Bye-bye.