AccountId: 011433970860
ContactId: c588c4c5-53e6-4905-a24a-c970e4549376
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329200 ms
Total Talk Time (AGENT): 133020 ms
Total Talk Time (CUSTOMER): 102773 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c588c4c5-53e6-4905-a24a-c970e4549376_20250324T14:48_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, good morning [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] Good, [PII]. How are you today?
[CUSTOMER][POSITIVE] Good, thank you. I'm calling from Baptist Hospital.
[AGENT][NEUTRAL] Barber, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah I can hear you. Can you hear me?
[AGENT][NEUTRAL] I'm here, [PII]. Can you hear me? OK. Yes, ma'am, I can.
[CUSTOMER][NEUTRAL] OK, perfect. Sorry about that. Um, I'm calling from Baptist Hospital of Miami to verify eligibility for a patient.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Um, give me one moment, let me make sure that I have the benefits. Um, no, I have the benefits here. Um, I just need to know if the plan is still active for this month.
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] Sure. Yes, ma'am. I can help you with, with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Of course, it is.
[CUSTOMER][NEUTRAL] 02336080 ML 8.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK, of course.
[AGENT][NEUTRAL] Mo, any information for you today 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] It is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I do show she is the spouse of the subscriber on this supplemental policy 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, [PII], you're welcome. We will also need to receive a copy of her primary insurance company's explanation of benefits along with the claim as well.
[CUSTOMER][POSITIVE] OK. Thank you for that.
[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 by going to secured. [PII].
[CUSTOMER][NEUTRAL] OK, perfect, thank you for that. And then just one last thing I want to confirm I have the correct group number on here. I have 60801.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] That's our payer ID.
[CUSTOMER][NEUTRAL] OK. Let me see because I have two different policies for her.
[AGENT][NEUTRAL] Like payer ID, the group number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. Right, but that is not a group number. That is the.
[CUSTOMER][NEUTRAL] So, is the I have the one that I just gave you.
[CUSTOMER][NEUTRAL] OK. So let me delete that. Um, I have the, the policy number I gave you and I also have, um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] This one, it's without the ML 8.
[CUSTOMER][NEUTRAL] So which one of those two is the correct one to like bill?
[AGENT][NEUTRAL] They're both, they're both correct. Anyway, these policies have either an ML 7 or an ML 8, but the actual policy number itself is the first part of that number you gave me. That's the 2,336,080, that's actually the policy number.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK perfect and then what would be the group number for that then?
[AGENT][NEUTRAL] 25921.
[CUSTOMER][POSITIVE] Perfect. OK, so let me write all that.
[CUSTOMER][POSITIVE] Amazing thank you so much for your help. I hope you have a good day.
[AGENT][POSITIVE] Well, I hope you do too. And is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] Nope, that is all for today thank you so much.
[AGENT][POSITIVE] OK, [PII], well, you're certainly very welcome. And again, thank you for calling APL. Have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.