AccountId: 011433970860
ContactId: 4d8261fa-bf47-459f-b1c5-31e537732ee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187039 ms
Total Talk Time (AGENT): 108472 ms
Total Talk Time (CUSTOMER): 54094 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/4d8261fa-bf47-459f-b1c5-31e537732ee7_20250529T12:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, you're needing eligibility only and you do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, could you say that one more time, please? [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Delta 46002.
[CUSTOMER][NEUTRAL] 198.
[AGENT][NEUTRAL] OK, thank you. Now, that is not an APL policy number, [PII]. That would be for 90 Degree benefits or IMA. Were you trying to reach them or just?
[CUSTOMER][NEUTRAL] Uh, policy number is 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 679,970.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up.
[AGENT][NEUTRAL] And any information provided, [PII] will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on this limited benefit plan and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, so what is, what is the medical ID number? Would it be the uh number that starts with the D?
[AGENT][NEUTRAL] The number that you would submit the claim for for the policy number is the one that the 2nd 1 that you gave me that I asked for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. And then you're welcome. Sure, you would use my name [PII] that I gave you along with today's date and then one last thing, once this claim has been received and processed, we do have a portal here at APL in which you should be able to check the claim status in. If you can make a note that website for the portal is located at [PII].
[CUSTOMER][POSITIVE] Thank you very much and can I have a reference number for this call?
[CUSTOMER][NEUTRAL] Am Hubbard.
[AGENT][NEUTRAL] A public, public, like the general public. Uh-huh.
[CUSTOMER][NEUTRAL] Hub board.
[CUSTOMER][NEUTRAL] A in public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] And is there anything else? You're welcome, [PII]. Can I help you with anything? OK, well have a great day and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] That'd be it.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.