AccountId: 011433970860
ContactId: 23056a11-27c2-4cff-b7d3-2b50bf01ebff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179889 ms
Total Talk Time (AGENT): 97988 ms
Total Talk Time (CUSTOMER): 67968 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/23056a11-27c2-4cff-b7d3-2b50bf01ebff_20250516T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm just calling from a provider's office to, um, verify eligibility for a patient.
[AGENT][NEUTRAL] OK, you only need eligibility and not benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm. Um, my name's [PII]
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It is 02370411.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And then any any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you we're all set.
[CUSTOMER][NEUTRAL] Um, first name is [PII] Last name [PII] Date of birth [PII], oops, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on, um, let me get back to the different screen sorry.
[AGENT][NEUTRAL] Oh, that's fine.
[AGENT][NEUTRAL] You're fine. No, ma'am, you're fine.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show [PII] that she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] Now because this is a supplement to her primary insurance, if you all will be filing a claim with us for her, we will have to have a copy also of her primary insurance company's explanation of benefits with the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we have a portal in which you should be able to check claim status in.
[CUSTOMER][POSITIVE] It will make it
[AGENT][POSITIVE] And our website for the portal is secured.
[CUSTOMER][NEUTRAL] That's what they're that's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else?
[CUSTOMER][NEUTRAL] Alright and you said your name is [PII]? Oh sorry.
[AGENT][NEUTRAL] I did. And if you need a call reference number, it would be my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, well, you're welcome. So again, is there anything else I could help you with?
[CUSTOMER][POSITIVE] Um, that'll be all, thank you.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.