AccountId: 011433970860
ContactId: 6c8dc7d5-b65a-40cc-8176-9e0fdac76a7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189500 ms
Total Talk Time (AGENT): 102409 ms
Total Talk Time (CUSTOMER): 36481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/6c8dc7d5-b65a-40cc-8176-9e0fdac76a7a_20250512T12:38_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] Um, hey [PII], my name is [PII] from AMed. I just wanna verify eligibility for a patient.
[AGENT][NEUTRAL] OK, you said your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, with a [PII] or a [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You saw your name. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and you're just needing eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I can help you and what is the member's policy number please?
[CUSTOMER][NEUTRAL] Um, 02465498.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Is your name [PII] or just with a [PII]?
[AGENT][NEUTRAL] Neither. [PII].
[CUSTOMER][POSITIVE] [PII], OK, I'm sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, and [PII], any information again that I provide would 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] Um, it's [PII], birthday [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is a subscriber on this supplemental policy, and this policy is active Candra with an effective date of [PII]. I'm sorry. That is not correct. The effective date is [PII] and it is active.
[AGENT][NEUTRAL] And if you all will be filing a claim with us if there's a way that you can make a note that because this is a supplement to his primary insurance, when the claim is filed with APL we will have to have a copy of the primary insurance company's explanation of benefits.
[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 our claim status.
[AGENT][NEUTRAL] By going to that portal website which is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, is there a good reference number for this call?
[AGENT][POSITIVE] Yes ma'am you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL if that's all I can help you with, I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you alright bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh