AccountId: 011433970860
ContactId: 5056a041-083d-4420-bb8e-26d1e4f97f39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167710 ms
Total Talk Time (AGENT): 87567 ms
Total Talk Time (CUSTOMER): 39360 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/5056a041-083d-4420-bb8e-26d1e4f97f39_20250212T13:16_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, [PII]. Good morning. My name is [PII] I'm calling to check patient eligibility.
[AGENT][NEUTRAL] OK, great. You're just needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][NEUTRAL] No, no, just the effective date.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Yes ma'am, I can help you with that, [PII], and what is your callback number please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It's 021-923-28 M for Mary, L for lion 7.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[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 and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII] Resal Junior [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is.
[AGENT][NEUTRAL] He is a dependent on this policy, and the supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And just a couple of additional pieces of information, [PII], because this is a supplement to their primary insurance. On a claim is submitted with APL or when a claim is submit submitted to APL rather, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal that you should be able to check claim status in by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for all the.
[AGENT][NEUTRAL] And is there any
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][POSITIVE] Oh, that's all that's all I needed thank you for your help today. Do we have a reference number for this call?
[AGENT][NEUTRAL] OK. Well, you are very
[AGENT][NEUTRAL] Yes, because you would just use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a nice day, OK?
[AGENT][POSITIVE] I hope you have a nice day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye now thanks.
[AGENT][NEUTRAL] Bye bye.