AccountId: 011433970860
ContactId: 47c83486-be85-4505-b974-6d63c453d07b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153000 ms
Total Talk Time (AGENT): 70573 ms
Total Talk Time (CUSTOMER): 34377 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/47c83486-be85-4505-b974-6d63c453d07b_20250410T12:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII], University of Miami. How are you today?
[AGENT][NEUTRAL] Hi, [PII]. I'm, I'm well. How are you today?
[CUSTOMER][POSITIVE] I'm doing good, thank you. I'm trying to confirm patient eligibility please for APL.
[AGENT][POSITIVE] Good. Well, how can I help you today?
[CUSTOMER][NEUTRAL] Just want to confirm the patient's effective date.
[AGENT][NEUTRAL] OK. So you're just needing to get
[AGENT][NEUTRAL] OK, yes, I can help you with that, [PII]. Just the effective date, OK? And what is a good callback number for you, please?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2552915
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And [PII], any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber on the supplemental policy and yes, it is active, [PII] with an effective date of [PII].
[AGENT][NEUTRAL] And I'm sure you already
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know this, but when the claim is submitted to APL for review, you have to have a copy of her primary insurance company's explanation of it. Mhm.
[CUSTOMER][NEUTRAL] You need the EOP.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, correct, uh, do you provide a reference number for the call?
[AGENT][NEUTRAL] And then do you have our portal as well?
[AGENT][NEUTRAL] Yes, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Thank you so much you have a great day, OK?
[AGENT][POSITIVE] Well, I hope you have a great day too, and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][POSITIVE] You're welcome bye bye.