AccountId: 011433970860
ContactId: 007a6815-c90e-4855-aa06-a42909cd1c6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261790 ms
Total Talk Time (AGENT): 116836 ms
Total Talk Time (CUSTOMER): 48959 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/007a6815-c90e-4855-aa06-a42909cd1c6d_20250424T15:21_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, [PII]. My name is [PII] and I'm calling from Northwestern Medicine, calling to get eligibility for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], you only need eligibility. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 02463266.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information loaded.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], any information 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 please and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, give me just one moment. I'm so sorry, [PII], one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so I do show that she is the spouse of the subscriber on the supplemental policy, and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if there's a way, yes, ma'am, if there's a way that you can make a note for this member if a claim is filed with APL, we will also have to have a copy of the primary insurance company's explanation of benefits as well for review.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once we've processed our claim here at APL we have a portal that you should be able to check our claim status in by going to secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And is there anything else, oh, I'm sorry, I was gonna ask if there was anything else, [PII], I could help you with.
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Oh yeah, I'm trying to, so I will pick the one that says am I a medical or dental provider right? on the portal.
[AGENT][NEUTRAL] Yes ma'am, that is correct. Uh-huh and when it asks for the patient account number once you get to the patient account number, that is the account number that you all have for the member it is not their APO policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that that's what I was doing wrong. OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I was putting in there uh.
[AGENT][NEUTRAL] Yes, ma'am. A lot of people, right, it is the provider's patient account number.
[CUSTOMER][NEUTRAL] Their um ID number.
[AGENT][NEUTRAL] For the member.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you're welcome. So is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be all. Have a great day.
[AGENT][POSITIVE] Oh, well, I hope you have a great day too, and thank you so much again for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.