AccountId: 011433970860
ContactId: 0b588daf-0e14-4a82-98df-1504448f1f22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185949 ms
Total Talk Time (AGENT): 96388 ms
Total Talk Time (CUSTOMER): 36363 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0b588daf-0e14-4a82-98df-1504448f1f22_20250127T20:13_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] Yes, hello, good afternoon. This is [PII]. I'm calling from Memorial Hospital's free services. Uh, I'm just calling to verify if a plan is active for a patient.
[AGENT][NEUTRAL] OK, you're just needing to verify if a member's policy is active or not, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with that, but I'm so sorry I didn't understand your name initially.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Policy number is 02359601.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments to get the member's information pulled up.
[AGENT][NEUTRAL] OK, and kept on any information that I do 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] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so she, I do say she is the spouse of the subscriber on the supplemental policy, and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII] on, because this is a supplemental policy to their primary insurance when the claim is submitted to APO for review, we must also have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] Alright, perfect. May I have your name and
[AGENT][NEUTRAL] And then once our.
[AGENT][NEUTRAL] Uh huh, my name again is [PII], and my name in today's date will be your call reference number. And then one last thing, Kev on, we do have a portal here at APL that once we have processed the claim, you can check claim status and also have access to the EOB for APL by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright thank you and um enjoy the rest of your day.
[AGENT][POSITIVE] OK, well, you're welcome.
[AGENT][POSITIVE] I hope you have a nice afternoon as well, and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye.