AccountId: 011433970860
ContactId: 5deff3a8-d925-46ad-9fb1-b9939b708f37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168529 ms
Total Talk Time (AGENT): 92000 ms
Total Talk Time (CUSTOMER): 44133 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/5deff3a8-d925-46ad-9fb1-b9939b708f37_20250226T13:14_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check eligibility for one of our patients please.
[AGENT][NEUTRAL] OK. Are you just needing eligibility or do you also need benefits as well?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], what's a good call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] It's 251-952-4.
[AGENT][NEUTRAL] 251-9524. Is that correct?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [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] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do see that she is, excuse me, the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with us for her, we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check claim status by going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Am public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you? Oh, a reference number?
[CUSTOMER][NEUTRAL] Alright, is there a rep, um, no, ma'am, yes please.
[AGENT][NEUTRAL] Sure, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK, and what was your name? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], OK, alright, thank you [PII]. I hope you have a wonderful day.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Well, I hope you do too, and thank you again, [PII], for calling APL.
[CUSTOMER][POSITIVE] Thank you, uh huh bye bye.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].