AccountId: 011433970860
ContactId: 201c1304-8130-4607-b2a7-5e7307fad0c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142809 ms
Total Talk Time (AGENT): 84138 ms
Total Talk Time (CUSTOMER): 27343 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/201c1304-8130-4607-b2a7-5e7307fad0c0_20250129T21:27_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, [PII], this is [PII]. I'm calling from Northeast Regional Medical Center and I was needing to verify patient's eligibility.
[AGENT][NEUTRAL] OK, I'm so sorry. I did not understand your name though.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK, thank you, [PII]. I'm so sorry. OK, and you said you're just needing to verify eligibility, not benefit information. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 1,341,910.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I did say she is a subscriber on the supplemental policy and the supplemental policy [PII] is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with us for her on this policy, um, you will also need to include a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we do have a portal that you should be able to check claim status and have access to our EOBs in by going to secured. [PII].
[CUSTOMER][NEUTRAL] OK, do you have a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you would reduce my name and along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, you are very welcome. So if that's all I can help you with, thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.