AccountId: 011433970860
ContactId: 682b95a1-6431-4211-8d63-c9d86b263719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146350 ms
Total Talk Time (AGENT): 88726 ms
Total Talk Time (CUSTOMER): 52726 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/682b95a1-6431-4211-8d63-c9d86b263719_20250102T17:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm, good afternoon. This is the JMS Burn Center. My name is [PII]. I'm calling to obtain eligibility information for one of our patients.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify only if a policy is active or not. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. And what is your callback number, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Mhm. It is 02446528.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you. So I do show here is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Mhm. Great.
[AGENT][NEUTRAL] And if you can make a note also telling me that when the claim is submitted to us for our review, we must also receive a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the claim, uh huh and then claim status can be checked once we have processed our claim by going to our website and our portal is located it's secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And could I get a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] I'm sorry, could I get your name one more time? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Ms. [PII]. OK. OK, great. Thank you so much.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK. Well, you're welcome, [PII]. Can I help you with anything else today?
[CUSTOMER][POSITIVE] Mm, no, that was it. Thank you so much.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You do the same. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.