AccountId: 011433970860
ContactId: 5cfac9e1-5032-4802-870b-2cac2c682d6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181500 ms
Total Talk Time (AGENT): 88785 ms
Total Talk Time (CUSTOMER): 45253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/5cfac9e1-5032-4802-870b-2cac2c682d6d_20250331T19:30_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, this is Total Access calling to verify insurance coverage.
[CUSTOMER][NEUTRAL] Eligibility?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're needing just eligibility for a member, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is [PII] OK, thank you. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It is the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Yes, it is 01663334.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up.
[AGENT][NEUTRAL] And [PII], any information 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] It is [PII] and then the birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. What is her last name again?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and it's spelled [PII] I mean [PII]
[AGENT][NEUTRAL] Thank you. So yes, and she is a subscriber on the supplemental policy. It is active and the effective date, [PII] is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes ma'am, you're welcome. And just a couple more things, [PII], before you go, um, when the claim, when a claim is submitted on this type of policy to us for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal that you should be able to check claim status in by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you are very welcome. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.