AccountId: 011433970860
ContactId: 53f68568-8e39-4500-be83-51f6d400492f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156600 ms
Total Talk Time (AGENT): 78026 ms
Total Talk Time (CUSTOMER): 34900 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/53f68568-8e39-4500-be83-51f6d400492f_20250522T18:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. It's [PII] from Memorial Hospital. I'm just trying to check if patients active with their supplement.
[AGENT][NEUTRAL] OK [PII] you're only needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes, eligibility.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Um, I have 02518304.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and [PII], any information provided 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] Sure. [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], if you will, yes ma'am, uh huh, if you all will be filing a claim.
[CUSTOMER][POSITIVE] [PII], perfect.
[AGENT][NEUTRAL] For him with us, we will have to have a copy of his primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] For review
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we process our claim here at APL we do have a portal that you should be able to check claim status in as well and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] Can we also check eligibility or that's just for claims?
[AGENT][NEUTRAL] That's claim status currently.
[CUSTOMER][POSITIVE] OK. Not a problem. All right, thank you. Have a good day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, you're very welcome. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK [PII], well thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank