AccountId: 011433970860
ContactId: 237f860d-1961-4f29-9aec-869b12de0922
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191850 ms
Total Talk Time (AGENT): 94277 ms
Total Talk Time (CUSTOMER): 40236 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/237f860d-1961-4f29-9aec-869b12de0922_20250127T18:33_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, my name's [PII], and I need to advise that the entire call will be monitored and recorded for quality and compliance purposes. I'm just calling to verify eligibility for a member.
[AGENT][NEUTRAL] OK, [PII] you're only needing eligibility and not benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your callback number please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] That is 01457153.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So she is the subscriber on the supplemental policy and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And a couple of additional things, [PII], if you all will be filing a claim with APL on this policy, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal in which you can check claim status and have access to our EOBs by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and um you guys will always pay secondary then correct?
[AGENT][NEUTRAL] We are not a major medical insurance company. This is a supplemental policy only.
[CUSTOMER][NEUTRAL] OK, um, and do you keep a COB on file or no?
[AGENT][NEUTRAL] There is
[AGENT][NEUTRAL] There is not any of that because we're not a major medical insurance, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you have a reference number?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you for your help, [PII].
[AGENT][POSITIVE] Well, you are certainly very welcome [PII], [PII], if that's all I can help you with, and thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.