AccountId: 011433970860
ContactId: 34019203-f563-4d70-95a3-745cd34927ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153199 ms
Total Talk Time (AGENT): 80779 ms
Total Talk Time (CUSTOMER): 30311 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/34019203-f563-4d70-95a3-745cd34927ba_20250303T13:16_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, this is [PII] from Centera Medical Group. I'm trying to verify patient's insurance.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility and benefits or just one or the other?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And last, what is your callback number please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It is 02287984.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And with any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]'s, um, date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show she is a dependent on the supplemental policy, and the supplemental policy is actively with the effective date of [PII].
[AGENT][NEUTRAL] And just a couple of additional things, [PII], because this is a supplement to the primary insurance. If a claim is filed with us for review, we will also need a copy of our primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that you should be able to check claim status in by going to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, [PII], well thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.