AccountId: 011433970860
ContactId: 7336ff18-7b72-4d2d-98d1-f155e46fc2b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118040 ms
Total Talk Time (AGENT): 72270 ms
Total Talk Time (CUSTOMER): 34208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/7336ff18-7b72-4d2d-98d1-f155e46fc2b2_20241231T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to find out if a patient has effective coverage with you guys.
[AGENT][NEUTRAL] OK, you're just needing to verify if the policy is active or not, is that correct?
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm with the University of Kansas Health System.
[AGENT][POSITIVE] Thank you. And [PII], what is your
[AGENT][NEUTRAL] Callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 02175808
[AGENT][NEUTRAL] I'm sorry. Say that one more time, [PII], please.
[CUSTOMER][NEUTRAL] 02175808
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] And bringing any information that I do provide 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] I have it as [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So she is a dependent on the supplemental policy, and this supplemental policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. And one last thing, [PII], when the um claim is submitted to APL, we will have to have a copy of her primary insurance company's explanation of benefits also.
[AGENT][NEUTRAL] And then we do have a portal that claim status can be checked in once it's been processed with APO by going to secured.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You are certainly welcome. So that's all I can help you with. Thank you again for calling APL. I hope you have a wonderful day and a very happy New Year.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.