AccountId: 011433970860
ContactId: 68a28c62-34ad-40d3-be3d-0ae811eb7295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153990 ms
Total Talk Time (AGENT): 90388 ms
Total Talk Time (CUSTOMER): 35117 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/68a28c62-34ad-40d3-be3d-0ae811eb7295_20250221T17:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I just need to verify that a patient's policy is active, please.
[AGENT][NEUTRAL] OK, [PII], so you're just needing to verify eligibility. You do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] OK, I have a direct line [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] I have 02585456.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sending the information that I did provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you. So I do show that Ms. [PII] is the subscriber on the supplemental policy and yes ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with APL you will also need to submit her primary insurance company's explanation of benefits as well for our review.
[AGENT][NEUTRAL] And then [PII], once we have processed our claim, we do have a portal that you should be able to check claim status and have access to our explanation of benefits, and the website for our portal is secured. [PII].
[CUSTOMER][NEUTRAL] OK. All right. Did you say your name's [PII]?
[AGENT][NEUTRAL] Alright, well
[AGENT][NEUTRAL] [PII], and my name in today's, that's OK. That's all right. Yeah, no worries, um, and you would use my name and today's date if you need a call reference number.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] Well, you are certainly so welcome. So if that's all I can help you with, thank you again for calling ACL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thanks, you too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.