AccountId: 011433970860
ContactId: 27ddb3ff-582f-4794-a34e-73324527a583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421070 ms
Total Talk Time (AGENT): 126899 ms
Total Talk Time (CUSTOMER): 43117 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/27ddb3ff-582f-4794-a34e-73324527a583_20250411T12:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling from Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Just a 2nd. 02033.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 116.
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get the member's information all pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information that I did provide for you this morning, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][POSITIVE] Thank you for your patience. I'm sorry. I was having to look at a couple of things, please.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] All right. Do you mind letting me place you on a brief hold uh for just a moment?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] God dang it. Oh, screen.
[AGENT][NEUTRAL] I'm doing that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't have time for this.
[AGENT][NEUTRAL] Yeah, I'm not doing that. I'm not looking at the chat.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Hey, [PII]. OK. Hey, [PII]. OK. I just wanna make sure somebody was seeing that cause I do. I have somebody on the line. So thank you so much for fixing that for me. Have a good day. All right. Bye-bye.
[AGENT][POSITIVE] [PII], thank you so much for holding and being patient while I was having to adjust a couple of things on here. So I do show that [PII].
[AGENT][NEUTRAL] Is it dependent on this policy and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And if you all will be filing a claim on this policy, 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] Mhm.
[AGENT][NEUTRAL] And then once we process our claim here we do have a portal in which claim status should be able to be checked and the website for our portal is secured. [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. And is there anything else, [PII] I can help you with this morning?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, well thank you very much then for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Bye-bye.