AccountId: 011433970860
ContactId: 4ef81e82-c41a-4836-a5ab-59f637dca6a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199559 ms
Total Talk Time (AGENT): 103090 ms
Total Talk Time (CUSTOMER): 49168 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4ef81e82-c41a-4836-a5ab-59f637dca6a4_20250228T15:45_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Medical University of South Carolina and I'm just trying to verify the policy.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, [PII], are you needing eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Uh, policy number is 02271382 [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. Again, what is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do say she is the subscriber on this supplemental policy, and this supplemental policy is active excuse me, effective date is [PII].
[AGENT][NEUTRAL] And [PII], because this is a supplemental policy to her primary insurance, we will also have to receive a copy of her primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is ATL for primary you said?
[AGENT][NEUTRAL] No, ma'am. No, ma'am. We're not a major medical carrier. This is a supplemental policy to her primary insurance.
[CUSTOMER][NEUTRAL] Uh huh, OK, that makes sense.
[CUSTOMER][NEUTRAL] Yeah, she's got
[CUSTOMER][NEUTRAL] OK, OK, alright, and you said your name right.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes ma'am, I did. And one last thing, in addition to sending the EOB along with the claim for review, once we have processed our claim here at APL, we do have a portal, [PII], that you should be able to check claim status in by going to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, and [PII], your last name begins with what letter?
[AGENT][NEUTRAL] The first initial to my last name is [PII], and what is yours?
[CUSTOMER][NEUTRAL] Uh, [PII], just like yours.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you I appreciate your time.
[AGENT][NEUTRAL] OK, well that's.
[AGENT][POSITIVE] Absolutely. You're very welcome. It was my pleasure and thank you again for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.