AccountId: 011433970860
ContactId: 8e06798e-010c-4e4e-858d-69b7f8b04ace
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190600 ms
Total Talk Time (AGENT): 95704 ms
Total Talk Time (CUSTOMER): 55166 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/8e06798e-010c-4e4e-858d-69b7f8b04ace_20250226T17:37_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] Don't.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling today from South Miami Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII]. Are you needing eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Teachers eligibility.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] The policy number that I have is 01611724ML7.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments, [PII], to get the member's information pulled up, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Great. Thank you so much.
[AGENT][POSITIVE] Oh, you're very welcome.
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] This is for [PII], born [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, so I do say she is the spouse of the subscriber on the supplemental policy, and this supplemental policy is active, [PII], with an effective date of [PII].
[AGENT][NEUTRAL] And if you all are going to be filing a claim with us for her, when the claim is submitted to APL, 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, we do have a portal that you should be able to check claim status in as well as have access to our EOB and our portal website for that is secured. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Perfect. And [PII], can you also confirm, is there a group number that is affiliated?
[AGENT][NEUTRAL] I'm sorry, I was having trouble understanding you. Did you ask for the group number?
[CUSTOMER][POSITIVE] That's, yes, please. I'm sorry.
[AGENT][NEUTRAL] That's OK. The group number is 22392.
[CUSTOMER][NEUTRAL] And [PII] for documenting, can I also get the first initial of your last name?
[AGENT][NEUTRAL] [PII], and yours?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, is there anything else? Oh, well, you too, [PII], and.
[CUSTOMER][POSITIVE] Have a wonderful day. No, that's it for this patient. I appreciate it.
[AGENT][POSITIVE] You're certainly welcome. And thank you again for calling APL. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you