AccountId: 011433970860
ContactId: 24a763ff-144b-4de7-b57c-2e7a9e37c371
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196270 ms
Total Talk Time (AGENT): 105132 ms
Total Talk Time (CUSTOMER): 65263 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/24a763ff-144b-4de7-b57c-2e7a9e37c371_20250217T19:08_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, I'm calling from a provider's office. I just wanted to see if this patient coverage was active.
[AGENT][NEUTRAL] OK, you're just needing to verify if the policy is active or not, is that correct? You do not need benefits?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] Yeah, no benefits.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII] from Holy Cross Medical Group.
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number that you're calling about today?
[CUSTOMER][NEUTRAL] It is 401 0 no wrong one excuse me.
[AGENT][NEUTRAL] No, I was gonna say that's not ours.
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry, it's too long here. OK, so it's 01866983 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you, [PII]. Give me just a moment please to get her um their information pulled up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] hello, just give me one second.
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] For Doctor [PII]?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII], 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] Mhm.
[CUSTOMER][NEUTRAL] Her name will be [PII] Doctor. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on the supplemental policy, and the supplemental policy is active, [PII], with an effective date of [PII].
[AGENT][NEUTRAL] And should you all file a claim with APL when you send us the claim, you will also need to include a copy of her primary insurance company's explanation of benefits as well, because we will have to have that for review.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then once we have processed our claim, we have a portal in which you should be able to check claim status and have access to our EOB by going to secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] Mhm. Yes, please.
[CUSTOMER][NEUTRAL] Got it, my lady.
[AGENT][NEUTRAL] All right. Well, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] No, is there a uh reference number?
[AGENT][NEUTRAL] You would use my name along with today's date. Again, my name is [PII].
[CUSTOMER][POSITIVE] OK perfect [PII] thank you so much you've been so much help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, well, you are certainly very welcome. It was my pleasure, and if that's all at the moment, then I can help you with [PII]. Thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye