AccountId: 011433970860
ContactId: 1b622729-5bad-4e79-b3d9-a2d596b00754
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233389 ms
Total Talk Time (AGENT): 100909 ms
Total Talk Time (CUSTOMER): 73414 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1b622729-5bad-4e79-b3d9-a2d596b00754_20250203T19:36_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, good afternoon, [PII] calling from um Scott Community Health Center just needing to get confirmation on a patient's insurance.
[AGENT][NEUTRAL] OK, you're just needing to verify that it's active, the eligibility, or are you also needing benefit information?
[CUSTOMER][NEUTRAL] Um, just making sure that it's active.
[AGENT][POSITIVE] Yes, I can help you with that, and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you, and your callback number please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Um, policy number is D for David.
[CUSTOMER][NEUTRAL] 435108.
[CUSTOMER][NEUTRAL] 25
[AGENT][NEUTRAL] OK, now, thank you, [PII], but that is not the APL policy number. That is for 90 degree benefits. Were you, do you know if the member also has a policy with APL?
[CUSTOMER][NEUTRAL] Sorry, yes, I was reading the medical ID part. Um, the policy number says it's 02.
[CUSTOMER][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] 9862.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, patient's first name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] Oh, date of birth, sorry, it's on [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, thank you. So yes, I do show here is the subscriber on this policy. It is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], if you, um, once the claim has been processed, we do also have a portal here at APL that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] I have that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And that website for the portal is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, can you repeat that to me? OK, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] You've got it. That's correct. Yes, ma'am.
[AGENT][NEUTRAL] And is there anything else?
[CUSTOMER][POSITIVE] I'll definitely
[AGENT][NEUTRAL] Oh, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Um, that would be all actually.
[AGENT][POSITIVE] OK. Well, if that's all I can help you with, thank you again for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] And one more question I'm so sorry, um, is there a reference number by any chance?
[AGENT][NEUTRAL] Sure, you would use my name. I gave you along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] Well then, thank you again for calling APL and I do hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well.
[CUSTOMER][NEUTRAL] Yeah go back.
[AGENT][NEUTRAL] Bye bye.