AccountId: 011433970860
ContactId: 1afcad94-752b-4bca-b1ca-f0fe81bea620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224039 ms
Total Talk Time (AGENT): 96553 ms
Total Talk Time (CUSTOMER): 36510 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/1afcad94-752b-4bca-b1ca-f0fe81bea620_20250409T16:57_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] Hi I was calling to check member eligibility.
[AGENT][NEUTRAL] OK, so you're needing eligibility only. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 00974225
[AGENT][NEUTRAL] What was the very last number?
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] 5. OK, thank you. One moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But please.
[AGENT][NEUTRAL] [PII] I mean
[AGENT][NEUTRAL] Information that I do provide for you today would be a verification of but not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show dependent on the supplemental policy and yes, uh it is active and her effective date is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, great. And can I get a ref OK. And can I get a reference number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and just a couple of additional pieces of information for you, [PII]. If this, if you all do file a claim with us for this member, then we will also have to have a copy of the 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 by going to secured.
[AGENT][NEUTRAL] Am [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you needed a confirmation number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What else did you, what it is, OK, so you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] And again my [PII].
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][POSITIVE] OK, well, you are certainly very welcome and again, is there anything else?
[AGENT][NEUTRAL] I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well, thank you so much for APL and I have a great rest of your day.
[CUSTOMER][POSITIVE] No, that is all thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye-bye.