AccountId: 011433970860
ContactId: 276124ec-9c85-415d-805c-34935d227010
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220039 ms
Total Talk Time (AGENT): 127621 ms
Total Talk Time (CUSTOMER): 41295 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/276124ec-9c85-415d-805c-34935d227010_20250430T12:43_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] Good morning. My name is [PII]. I'm calling from the Duke Healthcare System, and I need to verify if a member's plan is still active and make sure we have the correct claims mailing address.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK [PII], so you're needing to verify if a member's policy is active and also that you have the correct claim's mailing address, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things, [PII]. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] I have 945137.
[AGENT][NEUTRAL] OK. 745137.
[AGENT][NEUTRAL] OK, and 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] This is for [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that at this time, um, the policy is active and yes ma'am she is covered under this policy. She is the spouse of the subscriber and this policy has an effective date of [PII].
[AGENT][NEUTRAL] Again, it does still show that this policy is active at this time.
[AGENT][NEUTRAL] And the correct claims mailing address will be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], because this is a supplemental policy to the primary insurance, we will also have to have a copy of the primary EOB.
[AGENT][NEUTRAL] Submitted along with the claim for review.
[AGENT][NEUTRAL] And then once our claim has been processed here at APL we do have a portal that you should be able to check our claim status in and the website for our portal is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. OK, great.
[AGENT][NEUTRAL] Uh-huh. Again, that's [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. And is there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] No, ma'am, you've answered all my questions. I hope you have a nice day.
[AGENT][POSITIVE] Oh, [PII], I hope you have a nice day too, and it was my pleasure in helping you this morning. Thank you again for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.