AccountId: 011433970860
ContactId: 480ce3d4-3788-4edb-b1e7-316e42961eea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312739 ms
Total Talk Time (AGENT): 136051 ms
Total Talk Time (CUSTOMER): 63080 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/480ce3d4-3788-4edb-b1e7-316e42961eea_20250528T12:42_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 [PII], this is [PII] last initial [PII], just calling to verify eligibility for 2 patients please.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility for 2 members.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And [PII] you will use my name along with today's date as each call reference number, and the first initial to my last name is [PII].
[AGENT][NEUTRAL] And any information that I do provide for you on the on the member's policies will be a verification of benefits and not a guarantee of payment. What is your first patient's policy number?
[CUSTOMER][NEUTRAL] 02281984 ML8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is a subscriber on the supplemental policy and it is active, Rose with an effective date of [PII].
[AGENT][NEUTRAL] And on this type of policy, if you all will be filing a claim with us for her, when the claim is submitted to us for review, we will have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We do have a portal that you all should be able to check claim status in and the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I verify eligibility on that portal?
[AGENT][NEUTRAL] No, currently, that is for claim status. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, thank you [PII] um is there a group name on that plan?
[AGENT][NEUTRAL] You're welcome. Did you need?
[AGENT][NEUTRAL] Yes, the group name is Professional Aviation Management.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Alright, so thank you so much. I got everything I need for that patient.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, that's all you needed. OK. All right, give me just a moment and we'll do the other one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] 01629106 ML 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so he is a subscriber on this supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And the same information would apply regarding the pri needing the primary insurance company's explanation of benefits and then also the online service center portal for claim status.
[CUSTOMER][POSITIVE] All right perfect thank you so much, [PII], for your help have a great rest of your week.
[AGENT][POSITIVE] Well, you're welcome. Yes, ma'am. Oh, well, I hope you have a great rest of your week too, [PII] and if that's all I can help you with, then thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome. Bye bye.