AccountId: 011433970860
ContactId: 1a2149ee-1cdd-4f23-9b10-6918ee02b450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171389 ms
Total Talk Time (AGENT): 86574 ms
Total Talk Time (CUSTOMER): 39998 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/1a2149ee-1cdd-4f23-9b10-6918ee02b450_20250207T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Tallahassee Orthopedic Clinic. I was trying to verify if a patient had active coverage.
[AGENT][NEUTRAL] OK, [PII], so you're just needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, just eligibility.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Sure, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 02558457
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do share that Ms. [PII], it, I'm sorry, what is the patient's name and date of birth? I'm so sorry. Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Mhm. OK, thank you.
[CUSTOMER][NEUTRAL] It's too early, you're OK.
[AGENT][NEUTRAL] Mhm. Been a very long week. Yes, ma'am. So, yes, I do show that she is the subscriber on the supplemental policy [PII] and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if there is going to be a claim submitted to APL for review, 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 and our portal website for that is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are very welcome. And is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, that was all thank you so much.
[AGENT][POSITIVE] You're very welcome. And again, thank you, Precious for calling APL. I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] You too [PII] thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye mhm bye bye.