AccountId: 011433970860
ContactId: 74e8f3e8-0dd2-4015-9c48-23fba795d332
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167779 ms
Total Talk Time (AGENT): 83239 ms
Total Talk Time (CUSTOMER): 49374 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/74e8f3e8-0dd2-4015-9c48-23fba795d332_20250523T14:37_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 [PII], I was just calling to verify patient insurance if it's still active with the effective date.
[AGENT][NEUTRAL] OK, you're just needing eligibility and not benefits, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] Yeah, just eligibility.
[AGENT][POSITIVE] Sure, yes, ma'am. I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] Molly calling from the Holy Cross Medical Group.
[AGENT][POSITIVE] Thank you and Molly.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Molly, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you spell your name with a [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 022 03953 M as in Mary L as in Larry 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information Molly that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well, I do show that she is the subscriber on the supplemental policy, and this supplemental policy is active, Molly, with an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And if you all will be filing a claim with APO for this member, if there's a way that you can make a note when the claim is submitted to APL for review, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also once the claim has been processed by APL we do have a portal in which claim status should be able to be checked.
[AGENT][NEUTRAL] And the website for our portal.
[CUSTOMER][NEUTRAL] Uh, we don't do the claim. The the hospital does it, so I'm sure they know what's.
[CUSTOMER][NEUTRAL] What is what?
[CUSTOMER][POSITIVE] OK, I will just check in and make sure. Alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you, dear, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye