AccountId: 011433970860
ContactId: 728c780e-d39d-4678-9903-43096114fbcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202979 ms
Total Talk Time (AGENT): 97287 ms
Total Talk Time (CUSTOMER): 51628 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/728c780e-d39d-4678-9903-43096114fbcb_20250304T18:01_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] Hi [PII], I'm calling from a hospice facility and I have a patient that has this plan listed as a secondary insurance. I'm just trying to determine um if anything hospice related would be covered.
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility and benefits for a number, is that correct? Yes, ma'am, I can help you and who am I speaking with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] I have 02350207.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, place, and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just one second, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so she is the subscriber on the supplemental policy Barbie. The supplemental policy is designed to help with co-pays, deductibles, and co-insurance of covered services.
[AGENT][NEUTRAL] Now, the policy is active effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, like
[CUSTOMER][NEUTRAL] Alright, that's all that's pretty much all I need to document, um, her deductible out of pockets met anyway for um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. And
[CUSTOMER][NEUTRAL] For this year so far, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it should you all end up filing a claim with APL Barbie, um, the, we would also have to have a copy of her primary insurance company's explanation of benefits for review.
[AGENT][NEUTRAL] And then also,
[CUSTOMER][NEUTRAL] Yeah, we, we would send it.
[AGENT][NEUTRAL] Yeah, once we process a claim, we do have a portal that you should be able to check claim status in and our website for our portal would be [PII].
[CUSTOMER][NEUTRAL] OK, alright, and do you have reference numbers for your calls?
[AGENT][NEUTRAL] All right. Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] All right. Well, you're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you very much then for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.