AccountId: 011433970860
ContactId: d09f58f8-5777-4c28-becb-49761af90067
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209539 ms
Total Talk Time (AGENT): 101166 ms
Total Talk Time (CUSTOMER): 48700 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d09f58f8-5777-4c28-becb-49761af90067_20250421T12:49_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. My name is [PII]. I'm calling from South Miami Hospital to check eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefit information as well. Is that correct?
[CUSTOMER][NEUTRAL] No, yes.
[AGENT][NEUTRAL] Just eligibility.
[CUSTOMER][NEUTRAL] Yes, yes, it's eligibility.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help
[AGENT][POSITIVE] I'll be with that and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy.
[CUSTOMER][NEUTRAL] 022845
[AGENT][NEUTRAL] number please.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes ma'am. I'm here.
[CUSTOMER][NEUTRAL] Oh, OK. I hear something else I don't know like it's like breaking. OK, 02284504 ML 7.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, [PII] thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information I 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] Uh-huh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, thank you, show that she is the subscriber on this supplemental policy, Olga, and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with.
[AGENT][NEUTRAL] APL for her when the claim is submitted you will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we've processed our claim we do have a portal that you should be able to check claim status in and the website for our portal is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect and [PII], what is the initial of your last name?
[AGENT][NEUTRAL] [PII] and you would use my name along with today's date if you need a call reference number.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. Have a good day.
[AGENT][POSITIVE] Well, you're welcome. Can I help you with anything else this morning?
[CUSTOMER][POSITIVE] No, that's it, thank you.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You do the same. Thank you. Bye.
[AGENT][POSITIVE] You're welcome and thank you. Bye-bye.