AccountId: 011433970860
ContactId: 31a0a4a8-629b-46f9-a0c2-033e2773bbd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219240 ms
Total Talk Time (AGENT): 91541 ms
Total Talk Time (CUSTOMER): 61248 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/31a0a4a8-629b-46f9-a0c2-033e2773bbd8_20250324T19:14_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, my name is [PII]. I'm calling from provider's office to check on the patient's medical eligibility. Could you please help?
[AGENT][NEUTRAL] OK, [PII], you're needing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The eligibility information only, is that correct?
[CUSTOMER][NEUTRAL] Eligibility only?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, I didn't understand you. What was the extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 152
[CUSTOMER][NEUTRAL] 611
[CUSTOMER][NEUTRAL] 0 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, your voice is fading out. Did you say 15261?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 10 is that the first part of the number?
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I do show that she is the subscriber on the supplemental policy. The supplemental policy is active, and the effective date [PII] on this policy is for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now, if you will, will be filing a claim for this member with APO you will also need to include a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our.
[CUSTOMER][NEUTRAL] It is still active, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And we have our portal that you can also check claim status in once we have processed a claim by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] [PII] and my name along with today's date will be your call reference number.
[CUSTOMER][NEUTRAL] Sorry, could you please repeat your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] My name and today's date?
[CUSTOMER][POSITIVE] Thank you sir you too. Have a good day.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Nothing else, thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling [PII]. I hope you have a nice day.