AccountId: 011433970860
ContactId: 5d179f3b-3694-4a4c-ad21-14f1c1391052
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167350 ms
Total Talk Time (AGENT): 91288 ms
Total Talk Time (CUSTOMER): 36134 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5d179f3b-3694-4a4c-ad21-14f1c1391052_20250624T17:02_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] Hello Ms. [PII], my name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sure, you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, please, just effective date.
[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?
[CUSTOMER][NEUTRAL] 0249
[CUSTOMER][NEUTRAL] 431 3.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[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] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So this, I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And she just a couple of additional things because this is a supplemental plan to this primary insurance. If you all file a claim with us for him, we will also have to have a copy of the primary insurance company's explanation of benefits with the claim for review and then once we have processed our claim here, we do have a portal that you should be able to check claim status for us in.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. Is it any call reference number?
[AGENT][POSITIVE] Well, you're very welcome.
[AGENT][NEUTRAL] Yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Yes ma'am thank you so much I appreciate it.
[AGENT][POSITIVE] OK. Well, you're very welcome. So if that is all I can help you with, thank you again for calling APL and I hope that you have a nice rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] All right, [PII]. Thank you. Bye bye.