AccountId: 011433970860
ContactId: 200799ad-68b5-423c-b964-f0096848757d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234160 ms
Total Talk Time (AGENT): 136949 ms
Total Talk Time (CUSTOMER): 83521 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/200799ad-68b5-423c-b964-f0096848757d_20250402T17:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII] and I'm calling from Family Health Care [PII]. I just need to verify eligibility for one of my patients.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you're just needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][POSITIVE] Yes, ma'am, I, I can help you with that. And if you could please spell your name for me.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, [PII], thank you, and your call back number please?
[CUSTOMER][NEUTRAL] You're welcome. Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm showing it as 02137690.
[AGENT][NEUTRAL] Thank you, one moment while I get the information pulled up on the member please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], any information that I do provide for you today 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] OK.
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on this limited benefit plan. This is a supplement to her primary insurance and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], if you all will be, yes ma'am, you're welcome. If you all, uh, I just wanna give you a couple of pieces of information. So first off, if you all will be filing a claim for her on this policy when the claim is submitted to APL for review, we will also have to have a copy of her primary insurance company's explanation of benefits.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As well, and then once we have reviewed the claim and it's been processed by us, we do have a portal that you should be able to check claim status in and our portal website for that is secured.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] And that was and that was [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] All right. And if you need a reference number for our call, it would be my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, that's all I needed.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and it's [PII]
[AGENT][NEUTRAL] [PII] I spell it with an [PII], [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm sorry, Ms. [PII].
[AGENT][NEUTRAL] Oh, that's OK. That's why I asked you to spell your name cause I didn't want to mess up your name.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. I know mine's kind of difficult, so I understand.
[AGENT][POSITIVE] Well, [PII]'s not even that difficult, but it's spelled so many ways that no one ever really asked about the eye, so yes. But, all right, come on. You are certainly so welcome. It was my pleasure and thank you again for calling APL. Have a wonderful afternoon.
[CUSTOMER][POSITIVE] Uh, all right, thank you.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][POSITIVE] Yes, ma'am. Well, I appreciate your help today.
[CUSTOMER][POSITIVE] Thank you I hope you do as well.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome. OK, bye-bye.
[AGENT][NEUTRAL] Bye bye. All right. Bye-bye.