AccountId: 011433970860
ContactId: 27fd0249-2bc2-475e-afb5-e07fd41f9ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259640 ms
Total Talk Time (AGENT): 133839 ms
Total Talk Time (CUSTOMER): 86423 ms
Interruptions: 3
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/27fd0249-2bc2-475e-afb5-e07fd41f9ba8_20250408T12:39_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 [PII]. My name is [PII] and I'm calling from the Children's Hospital of Ken's daughter. I need to verify eligibility on a patient.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK [PII], you're only needing eligibility. You do not also need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that.
[CUSTOMER][NEUTRAL] Medical eligibility, uh huh OK.
[AGENT][POSITIVE] I can help you and what is a good call back number for you please [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] 02440118
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And any information that is 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] Last name [PII], ER, first name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, what was the year again please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is a dependent on this supplemental policy, and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And she will, if you all will be filing a claim on this policy, if there's a way to make a note that because it is a supplement to their primary insurance, when the claim is submitted to APL for review, we must also receive a copy of their primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[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 claim status in by going to secured. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when you say uh to check this oh OK so to check the status, OK.
[AGENT][NEUTRAL] To check our status, uh huh, once we've processed the claim, we have that portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK, alright, and um.
[CUSTOMER][NEUTRAL] And just to confirm, what is the
[CUSTOMER][NEUTRAL] The um claim address.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for this call?
[AGENT][POSITIVE] Yes ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] I'm sorry, your name again please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Once I get that sip of coffee, I'm gonna be dynamite, you hear me? He gets that one sip of decaf, decaf at that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I decaf at that. Oh, I don't know about that. I need, no, oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, decaf. All, all I need is just, I just need a super decaf, and I'll be gone. I'll be on my way. Alright, thank you so much. I really appreciate your assistance.
[AGENT][POSITIVE] Uh, well, you're welcome. Yes, ma'am. It was my pleasure. And again, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, this is uh what I was in need of. Thank you so much take care.
[AGENT][POSITIVE] OK. Well, you're welcome and I hope you have a great day. Thank you again for calling APOE.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All righty. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you bye bye.