AccountId: 011433970860
ContactId: 3956f448-09d1-43d9-922f-b0a712164bc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235160 ms
Total Talk Time (AGENT): 107092 ms
Total Talk Time (CUSTOMER): 80786 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/3956f448-09d1-43d9-922f-b0a712164bc9_20250624T16:54_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, this is [PII] calling from provider's office. Wanna verify eligibility for a patient. Could you please help me with this?
[AGENT][NEUTRAL] OK, did you say your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] It is [PII] SRI3.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] No, it is [PII], no, it is [PII]. Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number will be [PII], just a moment please. [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Exactly, yes, exactly.
[AGENT][NEUTRAL] Thank you. And you're just needing to verify benefits. You do not need eligibility or you just needing eligibility?
[CUSTOMER][NEUTRAL] No, I need the eligibility only, only eligibility, not benefit.
[AGENT][NEUTRAL] Oh, OK. All right. Thank you. And what is the member's policy number, please, 3?
[CUSTOMER][NEUTRAL] Uh, the member's ID is 02617174.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Entry any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's first name is [PII] initial [PII] and uh the last name is [PII]. It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I do show that he is a subscriber on this plan and yes ma'am it is active. What's an effective date of [PII].
[AGENT][NEUTRAL] And straight if you all end up filing a claim with APL for this member once the claim has been processed, we do have a portal that you should be able to check claim status in and the website that you would go to for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] OK. And uh kindly help me with the claim address.
[AGENT][NEUTRAL] The claims would be mailed to IMA.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Egan
[CUSTOMER][NEUTRAL] Just a moment please. [PII], uh, can you, could you please repeat it again kindly.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Egan
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm, [PII] hm.
[CUSTOMER][NEUTRAL] OK fine.
[CUSTOMER][POSITIVE] Thanks for your help. Can you help me with the call reference number and your name?
[AGENT][NEUTRAL] Again, my name is [PII], and my name and today's date will be your call reference number.
[CUSTOMER][POSITIVE] OK, fine. Thanks for your help, [PII]. This is all for today. Have a good day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, I hope you have a good day too, sure and if that is all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Have a great day bye bye.
[AGENT][POSITIVE] Bye-bye. You too