AccountId: 011433970860
ContactId: 5c7dd6e3-7ed9-4959-afc2-76a76263cdf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309100 ms
Total Talk Time (AGENT): 132342 ms
Total Talk Time (CUSTOMER): 58696 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/5c7dd6e3-7ed9-4959-afc2-76a76263cdf8_20250310T12:26_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 from Baptist Hospital. I need eligibility on um
[CUSTOMER][NEUTRAL] 2 members.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits for them, is that correct?
[CUSTOMER][NEUTRAL] Mm. Correct, just the aldo.
[AGENT][POSITIVE] Yes, ma'am. I can help you. Uh-huh, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII], correct time.
[AGENT][POSITIVE] Thank you, and [PII], you will use my name along with today's date as your call reference number for each one. Also,
[CUSTOMER][NEUTRAL] What was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII], and any information that I provide for you, [PII], will be a verification of benefits and not a guarantee of payment. And lastly, um, well, that's, OK, we'll just go from there for the moment. What is your first patient's policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 0178.
[CUSTOMER][NEUTRAL] 7908.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so I do show uh uh well, first off, what is the patient's name, [PII], and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth of [PII].
[AGENT][NEUTRAL] Thank you. So I do show that she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And on the supplemental policy, [PII], if a claim will be filed with APL, we will also have to have a copy of the primary insurance company's explanation of benefits as well with the claim. And then once we have processed our claim here at APL, we do have a portal that you all should be able to check claim status in, and our portal website is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you need any additional information on this number?
[CUSTOMER][NEUTRAL] No, that's all I needed for that number, and I do have another one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I thank you.
[AGENT][NEUTRAL] And the next member's policy number?
[CUSTOMER][NEUTRAL] It is 023.
[CUSTOMER][NEUTRAL] 926.
[CUSTOMER][NEUTRAL] 33.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and your patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] And date of birth of [PII].
[AGENT][POSITIVE] Thank you. So I do show she is also the subscriber on the supplemental policy and it is active as well with an effective date of [PII].
[AGENT][NEUTRAL] And the same information I gave you regarding the primary insurance company and the explanation of benefits would also apply to this policy.
[CUSTOMER][POSITIVE] Correct. Great. Thank you.
[AGENT][POSITIVE] Well, you're very welcome. So again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's all I needed today. [PII], thank you so much. I really appreciate your time. Have a wonderful day.
[AGENT][POSITIVE] OK, well then, thank you.
[AGENT][POSITIVE] Absolutely, yes, ma'am. I hope you do too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.