AccountId: 011433970860
ContactId: aa80930a-e83c-4fe9-a5e5-e849763405f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217899 ms
Total Talk Time (AGENT): 97148 ms
Total Talk Time (CUSTOMER): 88087 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/aa80930a-e83c-4fe9-a5e5-e849763405f3_20250530T12:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, ma'am. Good morning. How are you?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] Good thank you. My name is [PII]. I'm calling you from Brow Hill Coral Springs, the hospital, the outpatient department.
[AGENT][POSITIVE] Yes, ma'am. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I am just calling to verify that uh uh the policy is active. Can I please have the first letter of the last name? Mine is [PII], which will be yours.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you, ma'am. Can I give you the name of the person or I can give you just the, the, the number of the policy?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] First off, [PII], I need to get your callback number.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there an extension?
[AGENT][NEUTRAL] Or is that directly to you?
[CUSTOMER][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] No, then my extension is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, thank you. 02572516.
[AGENT][NEUTRAL] OK, thank you. And you said that you were just needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Yes, ma'am. OK. I can help you with that. So one moment. And any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, it is [PII]. I'm so sorry if I mispronounce it and the date of birth is [PII].
[AGENT][NEUTRAL] Mhm. That's OK, I understand.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on the supplemental policy, [PII], and yes, ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] Now, if you all will be filing a claim with us for her, we will have to have a copy of the primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed the claim here, we have a portal that you all should be able to check out the claim status for us in by going to [PII].
[CUSTOMER][NEUTRAL] OK. All right. Yeah, because.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, yeah, because, um, she didn't provide this one, when she was making the appointment, so she has a payment to do, but then she mentioned that she has this gap insurance so I just calling to make sure that the policy is active.
[AGENT][NEUTRAL] It is, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All [PII]. Can I please have a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK. Then it will be [PII]. OK. All righty, ma'am. I appreciate your help. OK? Have a great day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you're very welcome. I hope you do too, [PII] and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.