AccountId: 011433970860
ContactId: 6d0fdd4b-3a79-46d6-baff-360cd081a7f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197979 ms
Total Talk Time (AGENT): 99549 ms
Total Talk Time (CUSTOMER): 85526 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/6d0fdd4b-3a79-46d6-baff-360cd081a7f9_20250304T14:11_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, how are you? I'm just trying to check a patient's insurance, whether he's active or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're just needing eligibility information, is that correct?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I'm so sorry. Can you please give me your name again?
[CUSTOMER][NEUTRAL] Yeah, [PII] mhm.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, that is going to be 250-573-9.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, it's a little birthday.
[CUSTOMER][NEUTRAL] Yeah it was.
[CUSTOMER][NEUTRAL] The auto but that is m.
[AGENT][NEUTRAL] And any information [PII] that I 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] Mira to yeah in attachment I mean a thing.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Are you speaking with me, [PII], or someone else?
[CUSTOMER][NEUTRAL] I'm speaking with what? With no I'm I'm I'm just um waiting for the benefit.
[AGENT][NEUTRAL] Yes ma'am, and I explained to you that any information that I provide 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, when
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the first name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is the first name?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What is the
[AGENT][NEUTRAL] And again, the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And if you all will be filing a claim with us, [PII] on this policy, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim and then once we have process our claim, we do have a portal that you should be able to check claim status in by going to secured. [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um-hum.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.