AccountId: 011433970860
ContactId: 3128ee7d-375a-467c-ae09-88011b677d6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 104192 ms
Total Talk Time (CUSTOMER): 47853 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3128ee7d-375a-467c-ae09-88011b677d6f_20250402T13:21_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] Hi, Mr. So, I'm calling from Cland Clinic Foundation on patient eligibility.
[AGENT][POSITIVE] I'm so sorry. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And [PII], you're needing to check eligibility only for a member, you do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] No, yes.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with eligibility and what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 02501380
[AGENT][NEUTRAL] OK, thank you, [PII] one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And any information as to that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I do see um that he had been the subscriber on the supplemental policy. This policy has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And a termination date of [PII] and there is no other active coverage with a PO.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get the call reference?
[AGENT][NEUTRAL] OK. Uh yes, ma'am, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] It's crazy, right?
[AGENT][POSITIVE] And [PII], that is correct. Yes, ma'am. And is there anything else, [PII], that I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you for calling APL. I hope that you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh hello. Uh, just a moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, uh, can you check if the patient has any other coverages? Not with APO but with other insurance?
[AGENT][NEUTRAL] Uh, no, ma'am. I would not be able to check other insurance companies. You would have to reach out to the member, to the patient.
[CUSTOMER][NEUTRAL] So for the coordination of benefits, we have to reach out to the patient.
[AGENT][NEUTRAL] This, we are not a major medical insurance company. This was only a supplemental policy.
[AGENT][NEUTRAL] So I would not, there is not any coordination of benefits affiliated with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. And again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] OK, well then thank you again for calling APO and I hope that you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.