AccountId: 011433970860
ContactId: 4965c936-9fc9-4319-9dc4-7dcf275fb505
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126099 ms
Total Talk Time (AGENT): 82651 ms
Total Talk Time (CUSTOMER): 33322 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/4965c936-9fc9-4319-9dc4-7dcf275fb505_20250103T13:59_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, yes, um, I just need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, so you only need eligibility and not benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][POSITIVE] Yes ma'am. I can help you with that. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII] calling with the University of Virginia Health Center.
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 879977
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is the subscriber on the supplemental policy, and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], because it is a supplement to the primary health care insurance when the claim is submitted to APL, we must also have a copy of his primary insurance company's explanation of benefits for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also we do have a portal which claim status can be checked once we have processed the claim and that website for our portal is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect all right thanks.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is all. Thank you so much.
[AGENT][POSITIVE] Yes ma'am, you're welcome and thank you again for calling APL. I hope you have a really nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] So