AccountId: 011433970860
ContactId: 650c3497-397b-4e1b-bbc9-b4cc3f6abd0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163899 ms
Total Talk Time (AGENT): 87451 ms
Total Talk Time (CUSTOMER): 33866 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/650c3497-397b-4e1b-bbc9-b4cc3f6abd0b_20250313T13:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling to verify patient eligibility.
[AGENT][NEUTRAL] OK, so you're only needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Boca Raton Regional Hospital.
[AGENT][NEUTRAL] OK, thank you and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] 022 039 25 ML 8
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] And [PII], any information that I do provide would 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] Patient name is [PII]. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show she is the spouse of the subscriber on the supplemental policy, and this policy is active [PII] with an effective date of [PII].
[AGENT][NEUTRAL] And because this is a supplemental policy to their primary insurance, if you all file a claim with us for this policy, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then also once we have process our claim we do have a portal that you should be able to check claim status in and our portal website is secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][POSITIVE] All right. Well, let's, you're very welcome. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you also.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.