AccountId: 011433970860
ContactId: 07419dc0-1464-49ba-9a8b-2e98561d3103
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223009 ms
Total Talk Time (AGENT): 96545 ms
Total Talk Time (CUSTOMER): 66257 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/07419dc0-1464-49ba-9a8b-2e98561d3103_20250109T19:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. First initial to my last name is [PII], and I'm calling to verify eligibility.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility and not benefits. Is that correct?
[CUSTOMER][POSITIVE] Yeah. Yes, correct.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with eligibility and [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Uh-huh. Oh, that number is [PII].
[AGENT][NEUTRAL] OK, what was the, what was the area code?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Sure. Policy number is 01375442.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Just one moment, [PII], all the information is still loading, please.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any information [PII], that I do provide for you will be a verification of benefits and not a guarantee of payment. What is the patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Sure. Um, the patient name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so she is a dependent on this plan and this policy, the supplemental policy, [PII] is active with an effective date of [PII].
[AGENT][NEUTRAL] Because this is a supplement to her primary insurance, when the claim is filed with APL, we will have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, thank you and.
[AGENT][NEUTRAL] And then also once we have processed our claim, we have a portal in which you can check claim status and also have access to the explanation of benefits for APL by going to secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. Um, is there any termin yeah, um, just to confirm if, if there is any termination date on the member's plan.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] No, ma'am, this policy is active.
[CUSTOMER][POSITIVE] OK. Thank you so much. That's everything I need and you have a wonderful day. Bye.
[AGENT][POSITIVE] OK. Well, you too, if that's all I can help you with. Thank you again, [PII] for calling APL and I hope you have a nice afternoon also.
[CUSTOMER][POSITIVE] You do the same. Thank you, bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.