AccountId: 011433970860
ContactId: 07421955-e594-48b9-a019-24e172e5bb78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242610 ms
Total Talk Time (AGENT): 117683 ms
Total Talk Time (CUSTOMER): 51167 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/07421955-e594-48b9-a019-24e172e5bb78_20250207T13:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I need to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility and not benefit information as well, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Oh.
[CUSTOMER][NEUTRAL] [PII] yep.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] That's OK, yeah.
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 0230101.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, and you said 0230.
[AGENT][NEUTRAL] 101.
[CUSTOMER][NEUTRAL] Yeah, that's the number that I have and I don't have a copy of the card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's not a valid number. There's a digit or something missing.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um, do you have the full social of this subscriber?
[CUSTOMER][NEUTRAL] Um, let me look. I don't know.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, one moment and let me, oh, I'm sorry. Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh that's you're fine. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide would 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].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on this policy and the number that you should have is actually 022.
[AGENT][NEUTRAL] 30101 you were just missing one of the twos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then again, yeah, you're welcome. She is a subscriber on the supplemental policy. It is active, effective [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with APL, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal in which you should be able to check claim status and our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you for calling APL. I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Yes, ma'am. Thank you too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks mhm bye bye.