AccountId: 011433970860
ContactId: 6f6c4f55-eafd-44d0-9f0e-fc47f7cb1a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205210 ms
Total Talk Time (AGENT): 102001 ms
Total Talk Time (CUSTOMER): 49685 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6f6c4f55-eafd-44d0-9f0e-fc47f7cb1a4f_20250609T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You said your name was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from the provider's office. I'm calling about an ELB we received.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim and the EOB and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. It is.
[CUSTOMER][NEUTRAL] 02481899
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, it's not a guarantee of payment. And this is for claim number 3608438. I'm sorry. Oh yeah, that's right.
[AGENT][NEUTRAL] Is that correct? All right, hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And let me see what's going on with it.
[AGENT][NEUTRAL] OK, so we've received the claim, but we're awaiting eligibility from the employer. Once we receive it, we can, we will automatically continue processing. Um, OK, what questions did you have?
[CUSTOMER][NEUTRAL] OK, so what is it that we need to do on our end?
[AGENT][NEUTRAL] There's nothing for you to do on your end. Once we receive the eligibility report from the employer for all the employees, we'll continue processing.
[CUSTOMER][NEUTRAL] Do you know about how long that'll be?
[CUSTOMER][NEUTRAL] How long do you give them?
[AGENT][NEUTRAL] Um, there's no turnaround. We don't, there's no deadline because of the, it's a temp service, so they have to do this for every set of clients that they have to do it for everyone, all of their employees.
[CUSTOMER][NEUTRAL] The temp service does?
[AGENT][NEUTRAL] Yes, the employer has to send us an eligibility report because sometimes people are on assignments, sometimes they are, so they just have to let us know that they were working, they are eligible for benefits and we can go ahead and continue the claim.
[CUSTOMER][NEGATIVE] OK, yeah, but we need to know on our end, like, do I need to do anything to push it through because I don't wanna call back 6 months later and it still be on hold.
[AGENT][NEUTRAL] OK, the most you can do is reach out to your patient and have them reach out to their employer. It's not on us. I'm not sure. We don't give them like a deadline. They're aware of the report, they have to do it each week.
[CUSTOMER][NEUTRAL] OK. Uh, can I get a reference number for our call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date, and the first initial to my last name is [PII]. Again, my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. OK, thank you, [PII]. You have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.