AccountId: 011433970860
ContactId: 5c2aaf85-2b47-4364-a6ad-29c0aabfaa87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298839 ms
Total Talk Time (AGENT): 106842 ms
Total Talk Time (CUSTOMER): 61036 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5c2aaf85-2b47-4364-a6ad-29c0aabfaa87_20250522T13:16_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] Uh, yes ma'am. I was just trying to see if a patient is eligible on a policy.
[AGENT][NEUTRAL] OK, you're needing to verify if it's active or not, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And you, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, 627-905.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I provide for you, [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] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show he is a dependent on this general policy and yes ma'am. It is still active with an effective date of [PII].
[CUSTOMER][NEUTRAL] 5, OK, um, would you be able to go ahead, I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, go ahead. Did you have another question?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I also need to see if since he's active I need to see if um a code is covered or if a procedure is covered.
[AGENT][POSITIVE] Now I'll be happy to send you a fax back of the member's benefits if that would be helpful.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, so wait for just a moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is a good, uh, well, one second, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back to make sure I heard you correctly. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you and then [PII], if you will end up filing a claim with us for him once the claim has been processed, we do have a portal in which you should be able to check claim status and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is it the same thing for like pre estimates? Do y'all do pre estimates?
[AGENT][NEUTRAL] Yes ma'am you would submit that to APL. Mhm.
[CUSTOMER][NEUTRAL] Um, and that's just through mail or, um, do you have a fax number or anything to do that or just mail?
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, OK, that's all I.
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] All right, um, do you have a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] All right, that's all I need thank you.
[AGENT][POSITIVE] OK, [PII], well you're very welcome so if that is all I could help you with, thank you again for calling APL and I hope you have a great day as well.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh bye bye.