AccountId: 011433970860
ContactId: 435f39d5-98b2-4651-84c9-c45967cfa125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189330 ms
Total Talk Time (AGENT): 110977 ms
Total Talk Time (CUSTOMER): 46255 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/435f39d5-98b2-4651-84c9-c45967cfa125_20250115T20:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling uh from Holy Cross Hospital on behalf of a mutual patient to verify that her benefits are active.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], you're just wanting to verify the policy is still active with APL is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] 01699664 M like Mary L like Lima 8
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And 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 their date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's pronounced [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And forgive me your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so this policy number that you provided for me, it is no longer active. This policy was active from [PII]. And give me just a moment, I'll see if there is another policy.
[AGENT][NEUTRAL] And she does have another policy that is currently active with an effective date of [PII].
[AGENT][NEUTRAL] And that policy number is 02473070.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is that also a supplemental policy?
[AGENT][NEUTRAL] It is, yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that one is active.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That one is active with an effective date again of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And when a claim is submitted to APL for this type of policy, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once the claim has been processed by APL we do have a portal that you can check claim status in Mary by setting up your profile at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.