AccountId: 011433970860
ContactId: 744a4d36-f979-427a-9868-302bc5dff6e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244979 ms
Total Talk Time (AGENT): 124217 ms
Total Talk Time (CUSTOMER): 60375 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/744a4d36-f979-427a-9868-302bc5dff6e5_20250403T15:05_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] Hi, this is [PII] calling from Po's office, checking on eligibility for a member.
[AGENT][NEUTRAL] OK, you're needing eligibility information only, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that, and I'm so sorry. What did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Can you spell your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], thank you and your callback number?
[CUSTOMER][NEUTRAL] [PII]. Along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Mhm. OK. And OK, what is your patient's policy number?
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 957-72 M as Mike L as Lima number 8.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] And 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 keep and their date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, so again, any information provided will be a verification of benefits and not a guarantee of payment. So I do show that she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And I keep, if a claim is going to be filed with a PO for this member, when the claim is submitted to us, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Can you help me with the mailing address?
[AGENT][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah, I think, I think, yeah, I think.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. Can you help me with the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, yes sir, and one more thing, once we have processed the claim here at APL, we have a portal that you can check claim status in by going to secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for your call reference number you will use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Can you please spell out your name for my records?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance, [PII]. Have a great day.
[AGENT][POSITIVE] OK. Well, I hope you have a nice day too, [PII], if that's all I can help you with, thank you again for calling APL.
[AGENT][NEUTRAL] Bye-bye.