AccountId: 011433970860
ContactId: 1b8d062b-4593-4cc4-a4e0-4d66e668a0f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242070 ms
Total Talk Time (AGENT): 117254 ms
Total Talk Time (CUSTOMER): 58273 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/1b8d062b-4593-4cc4-a4e0-4d66e668a0f6_20250624T18:44_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] Yes ma'am, I was calling to see if I could verify a patient uh medical insurance eligibility.
[AGENT][NEUTRAL] OK, so you're just needing to verify eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02610181
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And [PII], are you calling for eligibility on a dental policy?
[CUSTOMER][NEUTRAL] Uh, emergency room, medical.
[AGENT][NEUTRAL] So any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Uh-huh.
[CUSTOMER][NEUTRAL] And his date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Now the policy number that you provided for me, that is a dental policy number, not a medical policy, so give me just a moment to locate the medical, there is a medical plan with APL, but give me a moment to get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] OK, so he is a dependent on this medical policy, this limited benefit plan, and this limited benefit plan policy number should be 261.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0220.
[AGENT][NEUTRAL] And it is active.
[CUSTOMER][NEUTRAL] 26102
[AGENT][NEUTRAL] Oh, I'm sorry, your voice cut out.
[CUSTOMER][NEUTRAL] 261-022-0
[AGENT][NEUTRAL] Correct, and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And [PII], if there's a way to make a note that if a claim is submitted to us for review on this policy once it has been processed, we do have a portal in which you all should be able to check claim status.
[AGENT][NEUTRAL] And the portal website is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Thank you. One more question. Is there a group number for the medical one?
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] It is 24313.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. And again, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] No problem bye.