AccountId: 011433970860
ContactId: 9f23b2cb-a61b-41d2-a576-a193fcda391e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236500 ms
Total Talk Time (AGENT): 112419 ms
Total Talk Time (CUSTOMER): 44918 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/9f23b2cb-a61b-41d2-a576-a193fcda391e_20250414T12:26_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] Yes, I'm calling from Homestead High to verify this insurance.
[AGENT][NEUTRAL] OK, are you needing to verify eligibility only or eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, just, uh, only just to make sure that it's active.
[AGENT][NEUTRAL] Sure, yes, sir. I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], you said that you're calling from a provider's office, is that correct? or facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you. OK, thank you.
[CUSTOMER][NEUTRAL] Yes, on Homestead Hospital.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] What is a good callback number for you, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] 162-283-4
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so [PII], and again, any information that I 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] Uh, [PII].
[CUSTOMER][NEUTRAL] T-shirt
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that she is a subscriber on the supplemental policy. It is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] I'm sorry, I couldn't hear you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] 0 [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes sir and if you all would be.
[AGENT][NEUTRAL] Filing a claim with us for her when the APO we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim and then once we have processed our claim here at APL, we do have a portal in which you should be able to check claim status and our website for the portal, [PII] is located at [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] And your name is?
[AGENT][NEUTRAL] [PII], and my name and today's date would be your call reference number.
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] Yes, sir. [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, and again, is there anything else I can help you? OK then. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much that was everything.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm