AccountId: 011433970860
ContactId: 36606908-5066-4599-9eb2-c876f101e24b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180809 ms
Total Talk Time (AGENT): 100459 ms
Total Talk Time (CUSTOMER): 44193 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/36606908-5066-4599-9eb2-c876f101e24b_20250328T14:41_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 my name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, did you say that your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And sure you're needing eligibility only, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 02100351.
[AGENT][NEUTRAL] Thank you, one moment please while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information [PII] that I do provide 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] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on the supplemental policy, [PII], and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And because this is a supplemental policy to his primary insurance, when a claim is submitted to us for review, we will also have to have a copy of his primary insurance company's explanation of benefits as well for review.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed a claim here we do have a portal that you should be able to check claim status in for APL and our website.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] For that is secured. [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much. I appreciate it. May I have your name and reference number?
[AGENT][NEUTRAL] Well, you are
[AGENT][NEUTRAL] Again, my name is [PII] and you would use my name along with today's date as your call reference number.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. And again, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, [PII]. Well, thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Mm bye-bye.