AccountId: 011433970860
ContactId: 5dae46a2-4c55-4101-bd3d-d1252b379ca8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210000 ms
Total Talk Time (AGENT): 104708 ms
Total Talk Time (CUSTOMER): 66147 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=3.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/5dae46a2-4c55-4101-bd3d-d1252b379ca8_20250306T19:10_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. How are you?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] I'm doing good, thank you. My name is [PII]. I'm calling from a, um, from an urgent care center, a hospital urgent care center in regards to a patient, I just wanted to make sure if um her coverage is active.
[AGENT][NEUTRAL] OK, [PII], you're only needing to get eligibility for a member, is that correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] Um, I will tell you right now, it is, is [PII].
[AGENT][NEUTRAL] OK. Thank you. So that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] OK, I have 02519116.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on the supplemental policy and yes ma'am, it is active with an effective date of [PII]. And [PII], if you all will be filing a claim with us for her when you submit the claim, we will also need you to include a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yes, yes, definitely.
[AGENT][NEUTRAL] And then we also have a portal that once we have processed the claim, you should be able to check claim status and have access to our EOB and our portal website, [PII] is located at [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And and what was the second part?
[AGENT][NEUTRAL] Public.
[CUSTOMER][NEUTRAL] All [PII].
[AGENT][NEUTRAL] Mhm, secured. [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. All righty, thank you so much and that was all I needed. Is there, can I get your name and then last initials of your last name?
[AGENT][POSITIVE] All right. Well, you're welcome.
[AGENT][NEUTRAL] Sure. So if that is all I can help you with today, but you would use my name along with today's date, [PII], for your call reference number. Uh-huh.
[CUSTOMER][POSITIVE] Oh perfect. [PII], 3625. Wonderful.
[AGENT][POSITIVE] Yes, ma'am. OK. Well, again, thank you.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] You are certainly very welcome and thank you for calling APO. Yes, ma'am. I hope you have a wonderful rest of your day as well.
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.