AccountId: 011433970860
ContactId: 2e43cacf-f669-445c-8acd-f7c634a54659
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199050 ms
Total Talk Time (AGENT): 108888 ms
Total Talk Time (CUSTOMER): 63258 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2e43cacf-f669-445c-8acd-f7c634a54659_20250206T18:05_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] Hey, [PII], this is [PII] calling from Duke. I need to verify medical benefits or check eligibility for a patient, please.
[AGENT][NEUTRAL] OK, [PII], do you need eligibility and benefits or just one of the two?
[CUSTOMER][NEUTRAL] Um, probably just eligibility as long as it looks like she's had this plan, I think that would be fine.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with that, [PII] and what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Yes, ma'am. I have 02156223.
[AGENT][POSITIVE] OK, thank you. So give me just a couple of moments to uh get the member's information all pulled up please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, so, any information that I do provide for you today will be a, excuse me, a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that Ms. [PII] is a subscriber on the supplemental policy and yes ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And Val, because this is a supplement to her primary insurance if a claim is submitted to APL, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that you should be able to check claim status and also have access to our EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And our portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, dear, um, this is still [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Yes, ma'am, but the name of the company is not American Republic, it's just American Public, not Republic.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, they sure do have Republic on here. Let me take the RE out.
[AGENT][NEUTRAL] No, ma'am. Yes, ma'am. It's just American Public Life. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] American public public life. OK.
[CUSTOMER][NEUTRAL] All right, Ms. [PII]. Last question. Can I get the first initial of your last?
[AGENT][NEUTRAL] You can. It is [PII], and my name along with today's date will be your call reference number.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome and thank you again, [PII], for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] OK, you too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Yes, ma'am. Bye-bye.