AccountId: 011433970860
ContactId: 265f2821-13af-40a9-9ff8-f2c06262e046
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217009 ms
Total Talk Time (AGENT): 111559 ms
Total Talk Time (CUSTOMER): 64124 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/265f2821-13af-40a9-9ff8-f2c06262e046_20250117T20:10_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to get verification for an for an insurance.
[AGENT][NEUTRAL] OK. Are you needing to verify just if a policy is active or not, or do you also need benefit information?
[CUSTOMER][NEUTRAL] Um, no, just if the policy is active.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Do you want me to spell it?
[AGENT][POSITIVE] You can, yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um, a good call back would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please that you're calling about.
[CUSTOMER][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] Now, that is our electronic payer ID. There's another number on the ID card.
[CUSTOMER][NEUTRAL] Mm oh OK.
[CUSTOMER][NEUTRAL] So it would be 018.
[CUSTOMER][NEUTRAL] 543 57.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment, [PII], while I get the member's information pulled up.
[AGENT][NEUTRAL] And then is there any information 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] The name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on this policy and this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] [PII], because this is a supplemental policy to the primary insurance, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEUTRAL] or
[CUSTOMER][NEUTRAL] So
[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 the EOBs for us and our portal website is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh-huh. Yes, [PII]. So again that is secured. [PII].
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, I think that might be all. Would do you guys, would you be able to give me a reference number?
[AGENT][NEUTRAL] Sure, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] What's your name? I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, well.
[CUSTOMER][POSITIVE] Thank you so much I really appreciate it.
[AGENT][POSITIVE] Absolutely. You're very welcome. It was my pleasure and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.