AccountId: 011433970860
ContactId: 4ec3f7b0-d086-4dfb-913e-e816cbf5c82f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187529 ms
Total Talk Time (AGENT): 104497 ms
Total Talk Time (CUSTOMER): 42409 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4ec3f7b0-d086-4dfb-913e-e816cbf5c82f_20250324T12:35_UTC.wav
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[AGENT][POSITIVE] Good morning thank you
[CUSTOMER][NEUTRAL] Oh, I'm sorry, you went out there a little bit.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, thank you. I'm just calling to get an eligibility status for a patient's coverage.
[AGENT][NEUTRAL] OK, you're only needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] I do not except that I might need to find out general copays if you have them.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things, and who am I speaking with please?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] My name's [PII]. I'm calling from Eina Health Systems.
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] That is 02519539.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, 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 please and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this supplement.
[AGENT][NEUTRAL] policy and the supplemental policy active with an effective date of [PII]. Now, this is a supplemental policy, [PII] to his primary insurance.
[AGENT][NEUTRAL] So it is designed to help with co-pays, deductibles and co-insurance amounts of coverage services, so there's not any co-pays on this plan.
[CUSTOMER][POSITIVE] Oh, OK, got it. Thank you very much. That's all I should need for today.
[AGENT][NEUTRAL] Yes, so when, yes.
[AGENT][NEUTRAL] Yes ma'am, and just a couple of more things, [PII], when the claim is filed with APL, we will have to have a copy of the primary insurance company's explanation of benefits as well for review and then we also have a portal that you should be able to check claim status in for us once the claim has been processed by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. Thank you very much.
[AGENT][POSITIVE] All right. Well, you're very welcome. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you also.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.