AccountId: 011433970860
ContactId: 05ac52b6-b7d4-47fc-a147-f141b8db6ce4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278190 ms
Total Talk Time (AGENT): 130923 ms
Total Talk Time (CUSTOMER): 112554 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/05ac52b6-b7d4-47fc-a147-f141b8db6ce4_20250509T20:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APLs. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I work at UNC Health Southeastern Hospital here in [PII], and I am trying to um verify coverage on a patient.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII]. You said you're needing to verify eligibility and benefit information on a member. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. Uh, I can help you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], uh, it's not an extension for the phone I'm on right now. The phone I'm on right now is [PII]. I'm in the emergency room. It's got a little bit of a crazy phone system down here.
[AGENT][NEUTRAL] Oh goodness. OK. So you said your number right now is [PII]? OK. Thank you. Uh, great. OK, so that's what I need.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. That's my direct line.
[AGENT][NEUTRAL] And then what is the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 02608942.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The uh first name is [PII], last name [PII] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Date of birth, date of birth.
[CUSTOMER][NEUTRAL] And what else did you need?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again, [PII], are you needing eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Just elig eligibility of coverage.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, so I do show that and again any information provided that is a verification of benefits and not a guarantee of payment. I do show that Mr. [PII] is a subscriber on this hospital indemnity plan and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] All right, thank you so much. I do appreciate it. Um, is there any way we can get an email or a fax of on that?
[AGENT][POSITIVE] Well, you're very, yes, ma'am. You're welcome.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] To add to his account? OK, alright, thank you so much.
[AGENT][NEUTRAL] No ma'am, we don't know we're not able to do that. Yes ma'am, but if you um can make a note somewhere if you will end up filing a claim on this member once the claim has been processed, there is a portal that you should be able to check his claim status in and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the mailing address for claims?
[CUSTOMER][NEUTRAL] All right. Yeah, we can go to.
[CUSTOMER][NEUTRAL] Um, I actually pulled that up. That's how I got the phone number to call you that, uh, website that you were just telling me about.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But the, the picture of his card that they scanned into his account.
[AGENT][NEUTRAL] Now on his
[AGENT][NEGATIVE] Not good.
[CUSTOMER][NEUTRAL] Had uh the phone numbers cut off but uh I've got submit claims to attention IMA Inc post office yeah IMAINC period [PII].
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] I am a
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] That's correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, again, is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That was it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.