AccountId: 011433970860
ContactId: 0619ca4e-e25a-434d-be3d-6b6d6c286703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187779 ms
Total Talk Time (AGENT): 95901 ms
Total Talk Time (CUSTOMER): 34896 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0619ca4e-e25a-434d-be3d-6b6d6c286703_20250110T14:07_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, this is [PII] calling from provider's office.
[AGENT][POSITIVE] Yes, [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Can you please check this patient is active or not?
[AGENT][NEUTRAL] OK, you're just needing to verify if a member's policy is active. Is that correct?
[CUSTOMER][NEUTRAL] If
[AGENT][POSITIVE] Yes, [PII], I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 02477403 ML 7.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] 1437.
[AGENT][NEUTRAL] And you, excuse me, any information [PII] that I provide for you today 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] First name is [PII] and last name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show [PII] that she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And because this is a.
[CUSTOMER][NEUTRAL] OK, can you give your
[AGENT][NEUTRAL] I'm sorry, go ahead. I am here.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you give your call reference number, please?
[AGENT][NEUTRAL] Uh yes, sir, but first I need to give you a couple of additional pieces of information. Uh, first off, when the claim is submitted to APL.
[AGENT][NEUTRAL] We will have to have a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then also once we have processed our claim that APL you may access our explanation of benefits and get claim status by going to our portal.
[AGENT][NEUTRAL] And that website is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you, excuse me, the
[AGENT][NEUTRAL] Call reference number would be my name along with today's date.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. And can I help?