AccountId: 011433970860
ContactId: 7ad7c316-48f3-43dc-9af3-52acb594e697
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274959 ms
Total Talk Time (AGENT): 118728 ms
Total Talk Time (CUSTOMER): 94708 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/7ad7c316-48f3-43dc-9af3-52acb594e697_20250519T14:06_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], and I'm calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] OK. Did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, initial, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and you're only needing eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, sure, one moment. Uh, the policy ID is um 15493.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes it's too short.
[AGENT][NEUTRAL] That's a group number. Yes, ma'am, there's gonna be another number on the member's ID card. That's a group number.
[CUSTOMER][NEUTRAL] Oh, I don't have any other member, ma'am.
[AGENT][NEUTRAL] OK. Do you have the, do you have the member's full social security number?
[CUSTOMER][NEUTRAL] Uh, can you check with the first name and last name?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] What is one moment.
[CUSTOMER][POSITIVE] Sorry for that.
[AGENT][NEUTRAL] What is the last name of the patient?
[CUSTOMER][NEUTRAL] Uh, the last name is [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, the date of birth is on [PII].
[AGENT][NEUTRAL] Thank you. So she is the subscriber on this policy. This supplemental policy is active, effective [PII].
[AGENT][NEUTRAL] And the policy number that you should have is 243.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 837 8.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with us for her when the claim is submitted to APL for review, we must also receive a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we do have a portal in which you should be able to check claim status in and the website for that is located at [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh, thank you so much for all this information, ma'am. Uh, and, uh, will the group number be 15493?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, and the claim's billing address [PII].
[AGENT][NEUTRAL] That is correct. [PII].
[CUSTOMER][POSITIVE] Thank you so much for all this.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Oh, thank you so much for this information, ma'am. And is there any call reference number for our call, or I can use your name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You would use my name along with today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Again, thank you so much for assisting me today and have a great day. Bye-bye.
[AGENT][NEUTRAL] OK, well, you're welcome, [PII].
[AGENT][POSITIVE] I hope you have a great day as well and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.