AccountId: 011433970860
ContactId: 7657e6fa-d625-455a-972f-b2cccd6ca7cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227710 ms
Total Talk Time (AGENT): 126702 ms
Total Talk Time (CUSTOMER): 64729 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/7657e6fa-d625-455a-972f-b2cccd6ca7cf_20250109T19:45_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 am calling just to verify, uh, patient's eligibility, please.
[AGENT][NEUTRAL] OK, you're needing eligibility only and not benefits. Is that correct?
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 02405974
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII], um last name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So she had been the subscriber on the supplemental policy. Now, this policy number that you provided for me actually turned 101 of 2024.
[AGENT][NEGATIVE] And she does not have any other coverage with us beyond that time frame.
[AGENT][NEUTRAL] It was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you know, um, my date of service is [PII]. Do you know what the timely filing is for this?
[AGENT][NEUTRAL] There is no timely filing with APL. We will have to have a copy of her primary insurance company's explanation of benefits also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then can you verify the client's address?
[AGENT][NEUTRAL] Along with the claim for review.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] Awesome and then [PII], do you do um call reference numbers?
[AGENT][POSITIVE] Yeah, she would actually use my name and today's date.
[CUSTOMER][NEUTRAL] If you don't mind, can I get an initial to your last name?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][POSITIVE] Awesome well thank you so much I really appreciate your help and I hope you have a great rest of the day.
[AGENT][POSITIVE] Well, you're certainly very welcome. I hope you do too. And one last thing, [PII], we also, if you, once you have filed a claim and we have processed it, we have a portal which you can check claim status and have access to the EOBs.
[AGENT][POSITIVE] And and our website for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have to register for this?
[AGENT][NEUTRAL] You do, uh-huh, you would just go to that website, sign up as a new user under a medical or dental provider and just follow the steps through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome. All right. Well, thank you so much. I really do appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. It was my pleasure and thank you again for calling APL. I hope you have a a very nice rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.