AccountId: 011433970860
ContactId: 3b5379db-b01d-43e8-b11d-7e3298d18e76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247089 ms
Total Talk Time (AGENT): 117178 ms
Total Talk Time (CUSTOMER): 71743 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/3b5379db-b01d-43e8-b11d-7e3298d18e76_20250117T19:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Uh, my name is uh [PII] and I'm calling from um the Pure Clinic, PUR Clinic, and I need to check eligibility, please.
[AGENT][NEUTRAL] OK, I'm so sorry. And what was your name again?
[CUSTOMER][NEUTRAL] [PII], that it's [PII]
[AGENT][NEUTRAL] OK, well that and you're just needing to verify eligibility or would you also need benefit information?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is your callback number?
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Coup number is [PII] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, Awilda.
[CUSTOMER][NEUTRAL] Yes, the policy number is 02559250.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK [PII] well the, any information that I do provide for you today will be a verification of benefits and not a guarantee of payments, and bear with me just a moment. mm, OK, let me try that again. One of my screens didn't load correctly, so one moment please, I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much. So I do show that she is the subscriber on the supplemental policy. The supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will, because it is a supplemental policy to her primary insurance, we will have to have a copy of her primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] Along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once our claim has been processed, we do have a portal in which our claim status can be checked and you can also have access to the explanation of benefits for APL by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me see. I think I saw that on the card, um.
[AGENT][NEUTRAL] Yes ma'am, it should be on her ID card as well. Mhm. So she can self-register, yes ma'am, uh-huh. And then the providers can also register so that you can have access to the, like I said, the claim status and EOB for us.
[CUSTOMER][NEUTRAL] Mhm. That information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you very much for your help and I really appreciate your time.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL and I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Have a good day. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You too. Bye bye.