AccountId: 011433970860
ContactId: 32be2923-aa8c-4b36-8501-d997f5d716ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186000 ms
Total Talk Time (AGENT): 93428 ms
Total Talk Time (CUSTOMER): 35457 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/32be2923-aa8c-4b36-8501-d997f5d716ea_20250506T12:23_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I, I need to check eligibility for a patient, please.
[AGENT][NEUTRAL] OK, you only need eligibility and not benefits. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is 02519512.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber on the supplemental policy and it is active, [PII], with an effective date of [PII].
[AGENT][NEUTRAL] And just a couple of additional pieces of information because it is a supplement to her primary insurance, if a claim is filed with us on this policy, we will have to have a copy of her primary insurance's explanation of benefits along with the claim and then once we have processed our claim here at APL, we do have a portal that you all should be able to check claim status, excuse me, check claim status in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that website is located at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] Um, actually, yeah, um, is there a payer ID number for this plan?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] 0801. OK, that's all I needed. Thank you so much.
[AGENT][POSITIVE] Uh, well, you are very welcome and thank you again, [PII], for calling ATL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Thank you too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.