AccountId: 011433970860
ContactId: 48f51e45-e2dd-4737-9fb2-9306989aa97f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232729 ms
Total Talk Time (AGENT): 111687 ms
Total Talk Time (CUSTOMER): 65544 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/48f51e45-e2dd-4737-9fb2-9306989aa97f_20250117T14:47_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]. I just need to verify your eligibility for a patient.
[AGENT][NEUTRAL] OK, so you're just needing to verify eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]. I always want to give my personal number. Oh, that's crazy.
[AGENT][POSITIVE] Oh, no, we, I think we, most of us have that tendency and it from time to time, so no worries.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So what is the member's policy number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] Alright, he said it is 248-0033.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Just 1 2nd in that.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so any information in that that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and then I'm gonna spell it. It's [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show [PII] that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And just a couple additional pieces of information in it because this is a supplement to his primary insurance, we will also have to have a copy of the primary insurance company's explanation of benefits with any claims for review.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then lastly if you all do submit a claim once it has been processed by APO we do have a portal in which you should be able to check claim status and have access to our EOB and our portal website that you can register at is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. So again that's secured. [PII].
[CUSTOMER][NEUTRAL] OK. And then is there a reference number for this call?
[AGENT][NEUTRAL] Sure, you would use my name that I gave you [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] See I. All right. Thank you very much, [PII], and I hope you have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you
[AGENT][POSITIVE] I hope you have a great day and a great weekend and if that's all I can help you with, [PII], thank you again for calling APL.
[CUSTOMER][POSITIVE] You're welcome. Thank you, bye.
[AGENT][POSITIVE] Uh-huh. You're welcome. Bye-bye.