AccountId: 011433970860
ContactId: 267ea2b8-153d-45aa-8b4a-9fb158c52501
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362299 ms
Total Talk Time (AGENT): 127430 ms
Total Talk Time (CUSTOMER): 59633 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/267ea2b8-153d-45aa-8b4a-9fb158c52501_20250505T14:07_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] Uh, yes, I am at a provider's office and um one of our patients is in need of lab work, but we're not for sure with his insurance what the best route is to get that done for him.
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility and benefits for a member?
[CUSTOMER][NEUTRAL] Yeah, for lab work.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] It is 02618004.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] And [PII], any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this limited benefit plan.
[AGENT][NEUTRAL] And this policy is, this is a hospital indemnity limited benefit plan, OK? It is not a major medical, but he is the policyholder and it is active, effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just a second to look at his benefits, please.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK. Bear with me just a second because his policy was just issued, so I can't.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] I, I'm gonna have to go back a little bit of longer wait. So one moment.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so on this limited benefit plan that he has, lab work is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] Yes ma'am, you are certainly welcome. Now shouldn't in the future you all do file claims for him with us once the claims have been processed, [PII], we do have a portal that you should be able to check claim status in and the website if you just wanna.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I did just um register for it today.
[AGENT][NEUTRAL] Oh, for the, the online service center, OK, good. Oh.
[CUSTOMER][NEUTRAL] The multi plan one yeah it's just not activated yet.
[AGENT][NEUTRAL] Well, no, this one's different. OK, no, no, ours is different than multiplan. Ours, that's for network questions. Um, our portal websites located at secured.
[CUSTOMER][NEUTRAL] OK, what is this?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What did you say before the aim public I'm sorry.
[AGENT][POSITIVE] Secured
[CUSTOMER][POSITIVE] Secured.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Well, you're certainly very welcome. So again, is there anything else I could help you with this morning, [PII]?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you all right.
[AGENT][POSITIVE] Yes, ma'am. Thank you also. Bye-bye.