AccountId: 011433970860
ContactId: 09ff98da-c267-4ed1-8088-9fbf7a994eba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162199 ms
Total Talk Time (AGENT): 96871 ms
Total Talk Time (CUSTOMER): 43474 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/09ff98da-c267-4ed1-8088-9fbf7a994eba_20250506T20:06_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] I need to get benefits on a patient please for verification of benefits.
[AGENT][NEUTRAL] OK, you do not need eligibility. You, OK, you don't need eligibility, you only need benefits, is that correct?
[CUSTOMER][NEUTRAL] And just to verify that they have benefits, yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um, [PII] sorry [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02465514
[AGENT][NEUTRAL] Thank you one moment while I get the information pulled up for the member please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show um that Miss [PII] is a subscriber on the supplemental policy.
[AGENT][NEUTRAL] Um, I'm gonna go ahead and give you the eligibility cause I got it pulled up. So the policy, the supplemental policy is active, effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefit information did you need inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Um, you actually just, uh, told me what I needed. I just need to verify that he had or that she had benefits and um, can I get your name and a reference number for the call please?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, at
[AGENT][NEUTRAL] Again, my name is [PII]. My name in today's date will be your call reference number and then [PII], if a claim is going to be filed with APL for this member, we will have to have a copy of their primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] As well, along with the claim for review and then once we've processed the claim here at APL we have a portal that you should be able to check our claim status in and that website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alrighty well thank you mhm bye bye.
[AGENT][POSITIVE] Well, you're very welcome. And can I help you with anything?