AccountId: 011433970860
ContactId: 7d1befa5-b1d4-41df-a04d-d26520ff674d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178250 ms
Total Talk Time (AGENT): 91988 ms
Total Talk Time (CUSTOMER): 31459 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7d1befa5-b1d4-41df-a04d-d26520ff674d_20250403T15:10_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, I'm calling from the Children's Hospital. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, you're just needing eligibility and not benefits, is that correct?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 01480322.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get the information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the information that I do provide [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, any information that I do provide would be a verification of benefits and not a guarantee of payment, so I do show that she is a dependent on the supplemental policy, [PII], this policy is active.
[AGENT][NEUTRAL] With an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with us for her 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've processed our claim here at APL we do have a portal that you should be able to check our claim status in by going to secured. [PII].
[CUSTOMER][NEUTRAL] OK. All right. And your name again?
[AGENT][NEUTRAL] Alright, [PII], and my name in today's date will be your call reference number.
[CUSTOMER][POSITIVE] OK, I appreciate it. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] OK [PII] well thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.