AccountId: 011433970860
ContactId: 2bcf0940-31a3-4fb0-80bf-8fb7806cda5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260738 ms
Total Talk Time (AGENT): 105089 ms
Total Talk Time (CUSTOMER): 70255 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/2bcf0940-31a3-4fb0-80bf-8fb7806cda5e_20250312T13:11_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]. I need an eligibility date for number.
[AGENT][NEUTRAL] OK, [PII], you, I'm sorry, did you say you were needing only an eligibility date?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] Sure. I have 1480355.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then there's a second name, [PII].
[AGENT][NEGATIVE] OK, that information does not match what we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell the first name that you're giving me.
[CUSTOMER][NEUTRAL] Mm, OK, they do have it under [PII].
[AGENT][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] OK, so I do show he is the subscriber and it is listed as [PII] on the supplemental policy, and the supplemental policy is active common with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And because this is a supplemental policy to this primary insurance, we will also have to receive a copy of the primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] Along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we process our claim, we do have a portal in which you should be able to check claim status by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that the administration authorization?
[AGENT][NEUTRAL] I'm so sorry, what was the question?
[CUSTOMER][NEUTRAL] Would, would I need administration authorization to get the web?
[AGENT][NEUTRAL] You're wanting to know if prior of you, it's a self-registering portal.
[CUSTOMER][NEUTRAL] The website?
[CUSTOMER][NEUTRAL] Or it is a
[CUSTOMER][NEUTRAL] And what is the link again? I'm sorry?
[AGENT][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I will try to go into it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No why?
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Absolutely, you're welcome. And can I help you with anything else today, [PII]?
[CUSTOMER][POSITIVE] No, that's all I needed for today. Thank you. I appreciate your time. Have a great day.
[AGENT][NEUTRAL] OK. Well,
[AGENT][POSITIVE] You are certainly very welcome and thank you again for calling APL. I hope you have a great day also.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.