AccountId: 011433970860
ContactId: f3407e96-c5bc-402a-a320-457592b8f891
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239399 ms
Total Talk Time (AGENT): 103540 ms
Total Talk Time (CUSTOMER): 69810 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/f3407e96-c5bc-402a-a320-457592b8f891_20250522T13:23_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] Good good morning [PII]. My name is [PII] and I'm calling from Baptist Medical Center on a recorded line.
[CUSTOMER][NEUTRAL] I'm calling to get um uh.
[CUSTOMER][NEUTRAL] Verification of benefits for the patient. I totally forgot what I was calling.
[AGENT][NEUTRAL] OK, [PII], so you do not need eligibility, you only need benefits, is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Uh, yes, give me eligibility. I'm sorry.
[AGENT][POSITIVE] So you do need both. OK. Yes, ma'am. I can help you with both.
[CUSTOMER][NEUTRAL] Just eligibility. You don't have to give me the benefit. Well, yes, just give me eligibility and then um if this is a secondary is prior authorization required.
[AGENT][NEUTRAL] I've just.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with those things and [PII], what is the correct, I'm sorry, what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's 01935501, M as in Mike L as in Larry 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And any information, [PII] that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], I'm so sorry, but go ahead and give me your callback number because I failed to get that from you initially.
[CUSTOMER][NEUTRAL] OK, so the callback number is [PII] option 3.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Option 30. OK, thank you. One moment.
[AGENT][NEUTRAL] OK, [PII], so she is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And there is no prior authorization required with APL.
[AGENT][NEUTRAL] But when the claim is submitted to us for review, we will have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we do have a portal in which you should be able to check her claim status in and the website for our portal is located at secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that will be it um and you said your name was [PII]?
[AGENT][NEUTRAL] I did, yes, ma'am.
[CUSTOMER][NEUTRAL] And [PII], is there a reference number for our call today?
[AGENT][NEUTRAL] You would use my name along with today's date.
[CUSTOMER][NEUTRAL] And is that spelled with a [PII] or I?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, alright, thank you, thank you for your assistance today. You have a great rest of your day.
[AGENT][POSITIVE] Oh, well, well, I hope that you do choose us. So again, thank you for calling APL.
[CUSTOMER][NEUTRAL] All right, goodbye.
[AGENT][NEUTRAL] Bye-bye.