AccountId: 011433970860
ContactId: 720f26d6-4b5b-48e8-860f-f57d95e155d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207460 ms
Total Talk Time (AGENT): 98980 ms
Total Talk Time (CUSTOMER): 62234 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/720f26d6-4b5b-48e8-860f-f57d95e155d5_20250502T19:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is Tr[PII]How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is Al[PII]I'm a representative at Austin's Medical Center, and I was calling to verify a patient's eligibility for this upcoming procedure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's say you're only needing eligibility, you do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Right, this, uh, patient has a primary insurance.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with eligibility. And what is a good callback number for you, Al[PII]?
[CUSTOMER][NEUTRAL] It is 50[PII].
[CUSTOMER][NEUTRAL] 51[PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] It is 0213.
[CUSTOMER][NEUTRAL] 5063.
[AGENT][NEUTRAL] OK, thank you. One moment please while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And Al[PII]any information that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's Da[PII].
[CUSTOMER][NEUTRAL] Last name Du[PII].
[CUSTOMER][NEUTRAL] Date of birth 4-[PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on the supplemental policy, Al[PII].
[AGENT][NEUTRAL] And it is active with an effective date of 12[PII].
[CUSTOMER][NEUTRAL] 12[PII]OK, bye. Sorry, I was talking 12[PII].
[AGENT][NEUTRAL] And just a couple of additional pieces of information.
[AGENT][NEUTRAL] Oh, that's OK. So.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And because it is a supplemental policy to her primary insurance, when the claim is filed with APL, we will have to have a copy also of her primary insurance company's explanation of benefits as well. And then once we have processed the claim here at APL, we do have a portal in which you should be able to check claim status in by going to secured.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do[PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if you need a call reference number for our call today, let's say you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Uh, what's your name, ma'am?
[AGENT][NEUTRAL] Tr[PII].
[CUSTOMER][POSITIVE] Tr[PII]OK, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, you're certainly very welcome. And is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] Oh, no, ma'am. That was it. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome, Me[PII]Thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.