AccountId: 011433970860
ContactId: 66aa3ebd-3295-49bf-99ba-afeecf822083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155160 ms
Total Talk Time (AGENT): 77683 ms
Total Talk Time (CUSTOMER): 76479 ms
Interruptions: 5
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/66aa3ebd-3295-49bf-99ba-afeecf822083_20250522T14:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Good morning [PII]. My name's [PII]. I'm calling from office Health South Florida registration department. I just needed to check the eligibility of my patient for emergency services.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, so you need eligibility only, is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Exactly.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] I have 02473500 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Nurse to room 80 for triage patients, nurse to room 80 triage patients.
[AGENT][NEUTRAL] And any information that I do provide for you today is bill 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] Yeah.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII], [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So I do show she is the subscriber on the supplemental policy and it is active with an effective date of [PII]. Yes ma'am, and [PII], if you all will be filing a claim for her when the claim is submitted to us for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She is OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um-hum.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the website for that is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything?
[CUSTOMER][POSITIVE] Perfect and what did you say your name was again?
[AGENT][NEUTRAL] [PII] and my name in today's date would be your call reference number.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] OK great thank you so much [PII] I hope you have a great rest of your day.
[AGENT][POSITIVE] OK. Well, I hope you have a great rest of your day too, [PII] and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you again for calling Thank you take care.
[AGENT][POSITIVE] You're welcome. Bye bye.