AccountId: 011433970860
ContactId: 33a66c87-cb78-4e08-a1fd-5ab51155ba12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226449 ms
Total Talk Time (AGENT): 87788 ms
Total Talk Time (CUSTOMER): 43379 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/33a66c87-cb78-4e08-a1fd-5ab51155ba12_20250414T19:19_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's [PII]. I'm calling from a facility and I just need to let you know the entire call will be monitored and recorded for quality and compliance purposes. I'm just going to verify um eligibility for a member.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility information only. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, that is 02579335.
[AGENT][POSITIVE] Thank you one moment please, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name?
[AGENT][NEUTRAL] And their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, ma'am. He is the subscriber on the supplemental policy and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], because this is a supplement to his primary insurance, when the claim is submitted to APO for review, we will also have to have a copy of his primary insurance company's.
[AGENT][NEUTRAL] Explanation of benefits as well.
[AGENT][NEUTRAL] And then when I say our claim here at APL we do have a portal in which claim status should be able to be checked and our website for that is secured.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] OK awesome thank you um and you guys do not coordinate benefits with other coverages correct?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] That is correct because we're not a major medical.
[CUSTOMER][NEUTRAL] OK. And do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] All right, thank you for your help today, [PII] you have a great day.
[AGENT][POSITIVE] Well, you're welcome. Yes, ma'am, you too. Is there anything else [PII] I can help you with today?
[CUSTOMER][POSITIVE] Nope, that's all thank you.
[AGENT][POSITIVE] OK, well you're welcome and thank you again for calling APL. I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.