AccountId: 011433970860
ContactId: 2ca046d7-ae43-44b3-b03d-bce0e909bf5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234289 ms
Total Talk Time (AGENT): 103518 ms
Total Talk Time (CUSTOMER): 70020 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2ca046d7-ae43-44b3-b03d-bce0e909bf5e_20250602T17:21_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] Hello [PII], this is [PII]. I'm calling you from Jackson Memorial Hospital, and I would like to check eligibility for one of your patients.
[AGENT][NEUTRAL] OK, and you said that your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Oh, [PII], I'm so sorry. OK, [PII], thank you. And you're just, and you're needing eligibility and benefits or just eligibility?
[CUSTOMER][POSITIVE] Just so legibility.
[AGENT][POSITIVE] Yes, so I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yes, absolutely, um, the policy number that we have on file is gonna be.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 137
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] Letter [PII] at the end.
[AGENT][POSITIVE] OK, thank you very much. [PII] one moment, please.
[CUSTOMER][POSITIVE] OK, absolutely, yes.
[AGENT][NEUTRAL] And any information [PII] that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, the patient name is gonna be [PII].
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that she is a subscriber on the supplemental policy, [PII], and this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And because it is a supplement to her primary insurance, when the claim is submitted to APL for review, we will have to also receive a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then once the claim has been reviewed and processed by us, we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And the website that you would go to for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, um, [PII], I think that this will be all today. Uh, so [PII], just one more thing, may I please get any, may I please get any call reference number, please?
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yes, the reference number would be my name along with today's date.
[CUSTOMER][POSITIVE] OK wonderful I appreciated your help for today and I hope that you're having a wonderful day OK thank you and bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I hope you're having a wonderful day as well, and thank you again for calling APL E one if that is all that I can help you with.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye