AccountId: 011433970860
ContactId: 532b8967-5aa4-44ad-9498-471d6dfbb1cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259350 ms
Total Talk Time (AGENT): 98718 ms
Total Talk Time (CUSTOMER): 122075 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/532b8967-5aa4-44ad-9498-471d6dfbb1cd_20250307T17:03_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], this is [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] I'm calling to see if this patient still has an active insurance.
[AGENT][NEUTRAL] OK, [PII], you're only needing to verify eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It says here.
[CUSTOMER][NEUTRAL] Policy, policy slash cert number, is that it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's um 02580380.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, and then the information, [PII] that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] So his name is first [PII], last name [PII]. And then his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, I do show that he is the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And there's no like until, right? Active, OK.
[AGENT][NEUTRAL] No, ma'am. It is, no, ma'am.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, that's fine.
[AGENT][NEUTRAL] And [PII], if you all do file a claim on this policy, once the claim has been processed, we do have a portal in which you should be able to check claim status for him, and our website for that is secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I'll put it on the note. Thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, you're very welcome. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] 00, I'm sorry. Hello?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I am so sorry. I was about to, and then I, I remember. OK. So this type of insurance.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, sorry, my co-worker. Um, this type of insurance.
[CUSTOMER][NEUTRAL] Is it through an employer?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] It is. So it's not like it's gonna be.
[CUSTOMER][NEGATIVE] Deactivated.
[CUSTOMER][NEUTRAL] In a month.
[AGENT][NEUTRAL] I can't answer that. Yes, I can't answer that question.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just wondering because we don't have any way of seeing if it's active or not on our system um so I guess we'll just have to call them every month to.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] Yes, you would. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] As long as the policy is active, that's all of the information that I would, you know, have access to.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] All right, OK, that was for real. That was, that was it. Thank you so much.
[AGENT][POSITIVE] Uh, OK. Well, you're welcome, [PII], and again, thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.