AccountId: 011433970860
ContactId: 2a2df63d-a03f-4783-ade2-17d3da82703e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274440 ms
Total Talk Time (AGENT): 127220 ms
Total Talk Time (CUSTOMER): 88724 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/2a2df63d-a03f-4783-ade2-17d3da82703e_20250326T18:43_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, Ms. [PII], this is [PII], and I'm calling from Center Revenue cycle from the registration desk. Can you check what um eligibility on a patient for me, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, you're needing just eligibility, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I can certainly help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII], oh.
[AGENT][NEUTRAL] OK, I thought I lost you. Uh-huh.
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] I can now. Uh-huh.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the member's policy number, please.
[CUSTOMER][NEUTRAL] Policy number is going to be the out, do you want the certificate number?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Is that what it is?
[CUSTOMER][NEUTRAL] OK, 002344614 ML 7.
[AGENT][NEUTRAL] All right, thank you. One moment, please.
[CUSTOMER][NEUTRAL] And this is for outpatients, so this is for outpatients, so you can put the 8 at the end.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ML ML 8.
[AGENT][NEUTRAL] OK, and any information [PII] again that I do provide for you would be of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on the supplemental policy, and the supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, is this like a plan G or plan F, or there are no letters I think.
[AGENT][NEUTRAL] It is none. This is, we are not, we're not a major medical insurance company. I this is a supple.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mental policy to her primary healthcare help with co-pays.
[CUSTOMER][NEUTRAL] OK. Active supplement pollen.
[AGENT][NEUTRAL] Uh-huh. It helps her with her co-pays, deductibles, and co-insurance amounts of covered services.
[CUSTOMER][POSITIVE] All right, awesome. Do I get a call reference number?
[AGENT][NEUTRAL] Right. Yes, ma'am, and pieces of information for you, [PII]. If a claim is filed with APL for her on this policy, we will also need to receive a copy of her primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] Along with the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we've processed our claim here, yes, and once we've processed our claim here, we have a portal that you should also be able to check claim status for us in and our portal website is secured.
[CUSTOMER][NEUTRAL] All right, I'll put that in notes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, it's secured secured. [PII].
[CUSTOMER][NEUTRAL] I [PII].
[CUSTOMER][POSITIVE] Got you. I'll put it in notes for the next person I have it. OK, Ms. [PII], thank you so very much and the call, call reference number.
[AGENT][NEUTRAL] All right then. What can I help you with?
[AGENT][NEUTRAL] Yeah, it is my name and today's date.
[AGENT][NEUTRAL] And is there anything else I can help you with? Mhm. [PII] S.
[CUSTOMER][NEUTRAL] OK, which is [PII].
[CUSTOMER][POSITIVE] That's all, Ms. [PII]. All right. Thank you, Ms. [PII], and you have a wonderful rest of the day.
[AGENT][POSITIVE] I hope you do too, [PII], and thank you again for an APL.
[CUSTOMER][NEUTRAL] I don't know, call keeps going in and out. OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] I know, and I don't know why it's doing that, but yes, ma'am, you're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Coverage