AccountId: 011433970860
ContactId: 3ac2fe5d-db1c-4425-ad86-aa1b64b7a292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164309 ms
Total Talk Time (AGENT): 84729 ms
Total Talk Time (CUSTOMER): 76329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/3ac2fe5d-db1c-4425-ad86-aa1b64b7a292_20250130T15:26_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the Eye Institute, and I just need to verify a patient's insurance, please.
[AGENT][NEUTRAL] OK, [PII], you need eligibility and benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 02244903
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, but I never.
[CUSTOMER][NEGATIVE] truly a financial situation.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Now.
[CUSTOMER][NEUTRAL] It it does.
[CUSTOMER][NEUTRAL] Once you send.
[AGENT][NEUTRAL] And you did say your area code was [PII], didn't you, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh huh so it's like every single.
[CUSTOMER][NEUTRAL] OK, so you guys just do.
[CUSTOMER][NEUTRAL] I'd rather do that, you know, I mean.
[AGENT][NEUTRAL] OK, so any information [PII] 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] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII]. And what type of benefit information do you need from Mr. [PII], inpatient, outpatient, or office?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right. Actually that's all I needed to know is just to make sure that it was eligible.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, yes, ma'am. He is. And if a claim is submitted to APL, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim, [PII], we do have a portal that you can check claim status in and that portal website is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK perfect and can I get a reference number please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK, and what was your name again? I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I see that's right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right I appreciate it thank you so much.
[AGENT][POSITIVE] OK. Well, you are very welcome and if that's all I can help you with, thank you again for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Oh, it's not.