AccountId: 011433970860
ContactId: 14828fbd-4c6b-4a90-ba76-b925d45e3b79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204979 ms
Total Talk Time (AGENT): 109916 ms
Total Talk Time (CUSTOMER): 73194 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/14828fbd-4c6b-4a90-ba76-b925d45e3b79_20250218T13:54_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] Good morning [PII]. My name is [PII] calling from Catawba Valley Medical Center to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility or do you also need benefit as well?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. OK. You're welcome. And [PII], what is a good callback number for you please?
[CUSTOMER][POSITIVE] In the effective days thank you.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 02432987
[AGENT][NEUTRAL] OK thank you give me a moment please to get the member's information pulled up.
[CUSTOMER][POSITIVE] You're welcome mhm mhm.
[AGENT][NEUTRAL] And pull out 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 please and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is the primary subscriber on the supplemental policy, and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with APL for review, we will also need for you to send a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm sure.
[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 have access to our EOBs by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] In public.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. OK, and I have as a mailing address [PII].
[AGENT][NEUTRAL] [PII], uh-huh, go ahead. I'm sorry. Go ahead.
[CUSTOMER][NEUTRAL] 73
[CUSTOMER][NEUTRAL] 7, no worries, no worries. [PII].
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] Alright, and what is your timely filing?
[AGENT][NEUTRAL] There is no timely filing limit with APL?
[CUSTOMER][NEUTRAL] OK, alright, um, [PII], thank you so very much is your call reference number?
[AGENT][NEUTRAL] Yes, ma'am, you would actually just use my name along with today's date.
[CUSTOMER][NEUTRAL] And that's [PII] or [PII]?
[AGENT][NEUTRAL] Neither [PII]
[CUSTOMER][NEUTRAL] Say again.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, with an [PII], nope, I didn't factor that one in.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Most people don't, [PII], so it's quite all right. I'm used to it. Been a long time I've had that spelling.
[CUSTOMER][NEUTRAL] Alright, uh huh.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Thank you so very much, [PII]. You have a great day.
[AGENT][POSITIVE] I hope you have a great day too, and that's all I can help you with at the moment, [PII]. Thank you again for calling APL.
[CUSTOMER][POSITIVE] Alright bye bye now you're welcome.
[AGENT][NEUTRAL] Bye-bye.