AccountId: 011433970860
ContactId: 14add9db-f57b-4d58-bb0d-bf2e07a8b432
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321700 ms
Total Talk Time (AGENT): 146989 ms
Total Talk Time (CUSTOMER): 74253 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/14add9db-f57b-4d58-bb0d-bf2e07a8b432_20250327T14:44_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 [PII]. My name is [PII]. I am trying to verify if, well, eligibility for a patient, sorry.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] 02595368.
[AGENT][NEUTRAL] OK, thank you. Give me just a couple of moments you'll wait to get the member's information pulled up please.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] Thank you, uh-huh, and thank you.
[AGENT][NEUTRAL] Mm, OK. You said 259-536-8?
[CUSTOMER][NEUTRAL] 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 95368.
[AGENT][NEUTRAL] OK, so just a moment, and that's, do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Um, I don't believe I do, but let me double check really quickly.
[AGENT][NEGATIVE] Cause that's not pulling, that's not a valid number.
[AGENT][NEUTRAL] I don't think. Give me just a moment. I'm so sorry. I'm having, I've had some system errors this morning. So bear with me just a moment please, [PII] to open.
[CUSTOMER][NEUTRAL] I do have the ID card.
[AGENT][NEUTRAL] OK, give me, it may be my system, so give me just one moment please, just to reload a couple of things. I do apologize about the delay though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see if we can do this now, [PII], and again, thank you for your patience. So first off, if you could please verify, well, first off, any information provided would 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]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So, I do show that she is a subscriber on the supplemental policy and yes ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], because this is a supplemental policy to her primary insurance, when a claim is submitted to APO for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well. And then once we have processed our claim, we do have a portal that you should be able to check claim status in and the website for our portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Perfect. And [PII], just to finalize the call, um, does this insurance have like a plan type? Is it an HMO PPO? Does it have a plan F, Plan G, or it's just supplement?
[AGENT][NEGATIVE] No, they, we are not.
[AGENT][NEUTRAL] No, ma'am. We are not a major medical carrier. This is a supplemental policy only.
[CUSTOMER][NEUTRAL] Not a problem. And last thing I wanted to ask you, um, your name is spelled [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright perfect and [PII] initials to your last name and a call reference number please.
[AGENT][NEUTRAL] Yes, my name in today's date will be your call reference number and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect [PII] thank you so much for your help this morning. I really do appreciate it.
[AGENT][POSITIVE] Oh, you are certainly, you are very welcome. And is there anything else really I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. That would be all. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] OK. Well, you're certainly welcome and I hope you have a wonderful day too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.