AccountId: 011433970860
ContactId: 0c0e6510-6dd3-46cb-aed1-e552f6ce7c49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283730 ms
Total Talk Time (AGENT): 115153 ms
Total Talk Time (CUSTOMER): 58680 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0c0e6510-6dd3-46cb-aed1-e552f6ce7c49_20250617T16:45_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 the billing department of the clinic to verify eligibility.
[AGENT][NEUTRAL] OK, [PII], you're just needing to verify eligibility. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, for that it's going to be 01451711.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], any information that is provided 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] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So I do show that Ms. [PII] is the subscriber on the supplemental policy, [PII], and yes ma'am, it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Now if you all will be filing a claim with a, with us for her on this policy, 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 here at APL, we do have a portal in which you should be able to check claim status in and the website for our portal, [PII] is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] What is your name and your last name initial?
[AGENT][NEUTRAL] Again, my name is [PII]. The [PII] is [PII]. And what is your first initial to your last name?
[CUSTOMER][POSITIVE] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you need a call reference number, it's
[CUSTOMER][NEUTRAL] Uh, do you have a call reference number by any chance?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Can I have the claim's address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I call.
[CUSTOMER][NEUTRAL] And what is the phone number of your department?
[AGENT][NEUTRAL] The same phone number that you called. What phone number did you call today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Can you confirm the uh.
[AGENT][NEUTRAL] Yes, ma'am. What number did you dial? Yes, ma'am. What number did you call in on today?
[CUSTOMER][NEUTRAL] Phone number of your department?
[CUSTOMER][NEUTRAL] It's uh the one ending with [PII].
[AGENT][NEUTRAL] Then that is the correct number.
[CUSTOMER][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] I think that's all for me.
[AGENT][POSITIVE] OK, well, if that's all I can help you with, thank you again for calling ATL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.