AccountId: 011433970860
ContactId: 69e1f4b3-4fa4-4e47-b72b-53a013f1405a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175520 ms
Total Talk Time (AGENT): 90552 ms
Total Talk Time (CUSTOMER): 74114 ms
Interruptions: 3
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/69e1f4b3-4fa4-4e47-b72b-53a013f1405a_20250203T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Piedmont Augusta. I'm just trying to get eligibility information on a patient, please.
[AGENT][NEUTRAL] OK, [PII], so you only need eligibility or do you also need benefit information? No benefits? Sure. I, OK, I can help you with that, [PII]. And what is your callback number, please? You're welcome.
[CUSTOMER][NEUTRAL] Right here on
[CUSTOMER][NEUTRAL] That's all I need.
[CUSTOMER][NEUTRAL] No, ma'am, just eligibility. Yes, ma'am. No, no benefits. No, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 02356084
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Take you on here with 5 please.
[AGENT][NEUTRAL] Any information [PII] that I 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] Yes.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on the supplemental policy, [PII], and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just a couple of additional additional things for you to know, [PII], because it is a supplement when his excuse me, if you all submit a claim to APL for review, we will also have to have a copy of his primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As well
[CUSTOMER][NEUTRAL] OK, that's something that I don't know I don't handle that kind of stuff. It goes directly to a billing um person and I'm the registration person so yeah I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I did. OK. So I didn't know. Maybe you could make a note to that effect. So, um,
[CUSTOMER][NEGATIVE] Yeah, unfortunately billing won't get that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But I'm sure that uh the patient should have his EOB once we finish with the claim and if necessary he could send it to you, correct?
[AGENT][NEUTRAL] Yes, ma'am. Either way, we just will have that's a required piece of information on reviewing these policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll let him know that he needs that information. He's shaking his head, yeah, like he already knows. All right, so it's fine. Thank you for your help today. I appreciate it.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, then.
[AGENT][POSITIVE] Yes, ma'am. Well, you're very welcome. So again, I hope you have a wonderful day too, and thank you for calling APL.
[CUSTOMER][POSITIVE] And you have a good day.
[CUSTOMER][POSITIVE] Thank you. All right, bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.