AccountId: 011433970860
ContactId: 64e5870d-22eb-44f0-bbce-b438834e371b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241160 ms
Total Talk Time (AGENT): 129567 ms
Total Talk Time (CUSTOMER): 55414 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/64e5870d-22eb-44f0-bbce-b438834e371b_20250403T14:15_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] Hi, good morning, [PII]. My name is [PII]. I'm calling from Baptist Hospital Miami to verify uh this patient secondary plan.
[AGENT][NEUTRAL] OK, [PII], are you needing to just verify eligibility or are you also needing benefit information?
[CUSTOMER][NEUTRAL] Uh, just eligibility.
[AGENT][POSITIVE] OK, yes ma'am. I can help you with eligibility and [PII], what is your call back?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Number?
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02501733
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], can I have the initial of your last name for my documentation if you don't mind, of course.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] Thank you. Mine is [PII] if you needed it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. All right. Well, thank you. And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], um, I do see that he is the subscriber on the supplemental policy.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Again, any information provided the verification of guarantee of payment, but this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with us for this member when the claim is submitted to us we will also have to have a copy of the primary.
[AGENT][POSITIVE] Very insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] I'm sorry, you, you, you cut off. I'm so sorry you were cutting off.
[AGENT][NEUTRAL] That's OK, and I'm sorry about that, [PII]. I don't know. I'm having some tech problems apparently with my phone. Um, I said that if you all will be filing a claim with us for him on this policy, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check our claim status and our website for our portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Appreciate the help. Would you be able to provide me a call reference?
[AGENT][POSITIVE] Mhm. Yes. Well, you are certainly very welcome, uh.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Thank you so much. I hope you have a wonderful day. I appreciate all the help you've given me today.
[AGENT][NEUTRAL] Well, I have.
[AGENT][POSITIVE] Oh, well, you're very welcome. It was my pleasure. And so if that is all I can help you with, thank you again for calling APLN and I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you so much. Take care.
[AGENT][POSITIVE] You're very welcome. You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm