AccountId: 011433970860
ContactId: 4c2ba1f3-bc33-4878-8691-75126211eee0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177660 ms
Total Talk Time (AGENT): 96735 ms
Total Talk Time (CUSTOMER): 51444 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/4c2ba1f3-bc33-4878-8691-75126211eee0_20250502T15:26_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. Um, I was trying to verify if my patient is still active on you all.
[AGENT][NEUTRAL] OK, so you're just needing to verify eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, and I need to know if it's, um, well I think it's just a supplement to another plan, so yeah, I just need to know if they're still active.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that, and I am so sorry, but could you tell me your name again? Did you say [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Say it one more time.
[AGENT][NEUTRAL] The policy number for the member?
[CUSTOMER][NEUTRAL] Policy number is 02435.
[CUSTOMER][NEUTRAL] 030.
[AGENT][NEUTRAL] OK, thank you, give me just a couple of moments please to get that member's information pulled up.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], so I do show that he is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And because
[CUSTOMER][POSITIVE] Alright, thank you so much. OK, I'm listening to you.
[AGENT][NEUTRAL] Um, yes, ma'am. And just a couple of additional things for you, [PII], because it is a supplement to his primary insurance, when the claim is filed with APL, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that you all should be able to check our claim status in and the website for our portal is located at [PII].
[CUSTOMER][POSITIVE] All right, thank you so much, um, but.
[AGENT][POSITIVE] Well, you're very welcome. And can I help you with anything else?
[CUSTOMER][POSITIVE] No ma'am, I definitely appreciate it you enjoy the rest of your day OK?
[AGENT][POSITIVE] Well, I hope you do too and have a wonderful weekend and thank you again [PII] for calling APL.
[CUSTOMER][POSITIVE] You too also thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.