AccountId: 011433970860
ContactId: 272fda9c-c0cc-41ce-bbd4-9a94556db662
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183630 ms
Total Talk Time (AGENT): 100887 ms
Total Talk Time (CUSTOMER): 38958 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/272fda9c-c0cc-41ce-bbd4-9a94556db662_20250402T18:21_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 [PII], this is [PII] with Levine Cancer Institute. I need to verify patients coverage, please.
[AGENT][NEUTRAL] OK, [PII], are you just needing to verify eligibility or you also needing benefit information?
[CUSTOMER][NEUTRAL] Uh, just eligibility.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 01656930.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on the supplemental policy, and this policy is active with an effective date of [PII] excuse me, [PII]. Again, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with us for her on this policy, we will also have to have a copy of the primary insurance company's explanation of benefits as well for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check our claim status and our portal website is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Am public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, can I get a reference number for this for this call?
[AGENT][POSITIVE] Sure, you would, yes, ma'am. You would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] That was [PII] correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct. Uh-huh.
[CUSTOMER][POSITIVE] OK. Alright, [PII], well thank you so very much. I appreciate your help.
[AGENT][POSITIVE] Well, you're certainly very welcome and if that is all I can help you with, thank you again, [PII], for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you same to you. OK, bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.