AccountId: 011433970860
ContactId: 0ebc302b-cab0-4515-b24d-112bd56c7145
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226509 ms
Total Talk Time (AGENT): 106680 ms
Total Talk Time (CUSTOMER): 69297 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0ebc302b-cab0-4515-b24d-112bd56c7145_20250225T19:43_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] Hello, [PII]. My name is [PII] and I'm calling to get um eligibility on a member.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Exactly, yes, no benefits, just eligibility. Mhm.
[AGENT][POSITIVE] Yes, ma'am, I can I help you?
[AGENT][NEUTRAL] Sure. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] OK, it's 02462874.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] OK, and 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 date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I do show that she is a subscriber on the supplemental policy.
[AGENT][NEUTRAL] And this supplemental policy is active, [PII] with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with us 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 review and process our claim, we do have a portal in which you all should be able to check our claim status and have access to our explanation of benefits by going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] OK, so you said your name is [PII]?
[AGENT][NEUTRAL] Yes ma'am and you reach [PII]
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] Uh-huh. And if you need a reference number would be, oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Um, can you please verify?
[CUSTOMER][NEUTRAL] Yes, can you please verify for me, um, the claim's address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it, [PII]. Thank you. And do you give the first initial of your last name?
[AGENT][POSITIVE] Well, you're welcome.
[AGENT][NEUTRAL] [PII] and yours?
[CUSTOMER][NEUTRAL] [PII] in, I'm sorry, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You're welcome. S Sierra is yours, OK. And uh reference number please, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] My name and today's date?
[CUSTOMER][POSITIVE] That's simple. OK, thank you so much. Have a wonderful rest of your day, [PII].
[AGENT][POSITIVE] Well, you're certainly. Yeah, OK, you too, [PII], and thank you again for calling APL if that's all I can help you with.
[CUSTOMER][POSITIVE] Yes, you're welcome. Thank you again. OK. Bye, bye-bye. Bye.
[AGENT][NEUTRAL] All right. Yes, ma'am.
[AGENT][NEUTRAL] Bye bye.