AccountId: 011433970860
ContactId: 4098e681-00e1-40f2-9e3c-3f9b21d201db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171580 ms
Total Talk Time (AGENT): 90995 ms
Total Talk Time (CUSTOMER): 35601 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/4098e681-00e1-40f2-9e3c-3f9b21d201db_20250113T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility, is that correct? or do you also need benefit information?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just eligibility effective date, please.
[AGENT][NEUTRAL] Yeah, I can help you with that, [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] OK, thank you very much. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Um 02166799.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, and then the information [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do show that he is the subscriber on the supplemental policy, and the supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am, and just a couple of additional pieces of information for you, [PII], because this is a supplement to his primary insurance. When the claim is filed with APL, we will have to have a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we do have a portal that you can check claim status and have access to the EOB for us and and our portal website is secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome, [PII]. So, can I help you with anything else today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Uh-huh, thank you as well. Bye-bye.