AccountId: 011433970860
ContactId: 72f5f32b-5940-4c45-8535-780a0a3faf07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190580 ms
Total Talk Time (AGENT): 102802 ms
Total Talk Time (CUSTOMER): 51064 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/72f5f32b-5940-4c45-8535-780a0a3faf07_20250417T12:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. Can you help to verify, um, eligibility on a patient?
[AGENT][NEUTRAL] OK, you're needing to verify eligibility only but you do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] No, just just eligibility.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number now please.
[CUSTOMER][NEUTRAL] Yes ma'am. 02521722.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Any uh [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 and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. So I do show that she is the subscriber on the supplemental policy and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And [PII], if there is a way that you could make a couple of additional notes on this policy because it is a supplement to her primary insurance, when the claim is submitted to APL for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got that.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check claim status and our website for that is secured.
[CUSTOMER][NEUTRAL] OK, can
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] secured. [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] OK, perfect, perfect, perfect. OK.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] Yes, ma'am. Is there a reference number for the call?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate that. Hope you have a good day.
[AGENT][POSITIVE] Well, you're very welcome. Yes, ma'am. Likewise, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yes, ma'am. Bye bye.
[AGENT][NEUTRAL] Bye bye.