AccountId: 011433970860
ContactId: 5bdf5530-3b4d-41b2-9d9f-4de162dbd6fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238529 ms
Total Talk Time (AGENT): 132259 ms
Total Talk Time (CUSTOMER): 47599 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/5bdf5530-3b4d-41b2-9d9f-4de162dbd6fc_20250106T15:30_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 uh University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility only or do you also need benefit information?
[CUSTOMER][NEUTRAL] No, just the eligibility effective date, please.
[AGENT][NEUTRAL] Yeah. Yes, ma'am. I can help you with that. And what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] OK. Thank you. And then what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 02362419.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And [PII], any information that I provide for you today will be a verification of benefits and not a guarantee of pay. What is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do see, I'm sorry, so I do see that she had been the subscriber on this policy. However, this policy is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] He was
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There is another policy though that is active and give me just one moment and I will provide you that information. Is your data service beyond [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, all right, so just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm, you're welcome.
[AGENT][NEUTRAL] OK, so the new policy number that is currently active is 249.
[AGENT][NEUTRAL] 342-6 and that policy has an effective date of [PII] and is currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on this policy, [PII], when a claim is submitted to us for review, we will have to also receive a copy of the primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm, mhm.
[AGENT][NEUTRAL] And then we do have a portal if you've not been given that website before once that we've processed our claim, you should be able to access the claim status and our EOB for APL by going to [PII].
[CUSTOMER][POSITIVE] Yes, thank you so much. I appreciate it. Is it any call reference number? Mhm.
[AGENT][POSITIVE] You are certainly very welcome. Yes, ma'am, you would use my name, but I gave you along with today's date.
[CUSTOMER][POSITIVE] Thank you so much, Ms. [PII]. I appreciate it. [PII], I'm sorry.
[AGENT][POSITIVE] Yes, you're very welcome, [PII]. That's OK. And thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Uh-huh, thank you. Bye bye.