AccountId: 011433970860
ContactId: 6fdc1ca4-e9ac-42b3-9521-c78dd9a40a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184639 ms
Total Talk Time (AGENT): 107818 ms
Total Talk Time (CUSTOMER): 40216 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/6fdc1ca4-e9ac-42b3-9521-c78dd9a40a7f_20250127T13:20_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, I'm calling to verify patient eligibility.
[AGENT][NEUTRAL] OK, you need eligibility only and not benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[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 [PII], thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 02259604
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, 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] Patient name is.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so I do see [PII] that he had been the subscriber on this policy. This policy was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII] and there is no other active policy. Well, actually, just one moment, let me look at one thing.
[AGENT][NEUTRAL] Yes, that is the term date on this policy.
[CUSTOMER][NEUTRAL] OK, it's within my date range, so that's fine.
[AGENT][NEUTRAL] And if you were gonna be.
[CUSTOMER][NEUTRAL] Um, is there a call reference number?
[AGENT][NEUTRAL] Yes ma'am, um, you would use my name. I gave you along with today's date, and if you will be filing a claim with APL, you will also need to include a copy of the primary insurance company's explanation of benefits as well. And then once we have processed our claim, we do have a portal that uh you should be able to check our claim status and have access to our EOB by going to secure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, let me try that one more time. The website is secured. It has a D on it. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, is there any, yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then thank you very much for calling APO and I hope that you have a great day.
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK