AccountId: 011433970860
ContactId: 6e91d7dc-a521-498f-a323-b2eb44b5186b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182360 ms
Total Talk Time (AGENT): 84291 ms
Total Talk Time (CUSTOMER): 45218 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/6e91d7dc-a521-498f-a323-b2eb44b5186b_20250520T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling from uh Living Cancer and Concord. I just need to verify some insurance.
[AGENT][NEUTRAL] OK, are you needing to verify eligibility only or do you also need benefit information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I think eligibility only.
[AGENT][POSITIVE] OK, yes ma'am. I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[AGENT][NEUTRAL] [PII], OK. And your callback number?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] It's 165 0165.
[CUSTOMER][NEUTRAL] 6930.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I did provide for you [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], because this is a supplement to the primary insurance, we will have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal that you should be able to check claim status in and our website for that is located at secure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do you have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK, what is your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes please.
[CUSTOMER][POSITIVE] Alright, well thank you very much, [PII].
[AGENT][POSITIVE] All right. Well, you, yes, ma'am. You're very welcome, [PII]. So that's all I can help you with. Thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.