AccountId: 011433970860
ContactId: 534dcc9a-40eb-4e38-935a-f7430469287e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177410 ms
Total Talk Time (AGENT): 103202 ms
Total Talk Time (CUSTOMER): 35089 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/534dcc9a-40eb-4e38-935a-f7430469287e_20250108T15:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How can she, how can I help you rather?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling to verify whether or not a patient still has this, uh, APL insurance.
[AGENT][NEUTRAL] OK, [PII], so you're only needing to verify if the policy is still active or not. You do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 02465516
[AGENT][NEUTRAL] All right, thank you, one moment.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] 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] Her name is uh [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And her husband is the primary.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So yes ma'am, I do show that she is the south of the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you will be filing a claim with APL, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then we do have a portal which our claim status can be checked and also you can print the explanation of benefits for APL by going to our portal at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Secure.
[AGENT][POSITIVE] A and I'm sorry about my voice just and I think it's gonna be a little better. It cracks out on me. So let me say it all again [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, that's it. I appreciate your help, [PII].
[AGENT][POSITIVE] Well, you are certainly very welcome. It was my pleasure and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.