AccountId: 011433970860
ContactId: 7d346d23-7be2-4557-961e-51c3b99b7bb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293720 ms
Total Talk Time (AGENT): 133683 ms
Total Talk Time (CUSTOMER): 97613 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/7d346d23-7be2-4557-961e-51c3b99b7bb0_20250402T20:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a proprietor's office and I just wanted to get eligibility.
[AGENT][NEUTRAL] OK, you're needing eligibility for one patient, is that correct?
[CUSTOMER][NEUTRAL] That is.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. um, and who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] OK, thank you and [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, what was your area code again, [PII]? I'm sorry, I didn't hear all of that. 4, I heard the 4.
[CUSTOMER][NEUTRAL] No, you're fine. It's uh [PII], yeah, [PII].
[AGENT][NEUTRAL] OK. I heard the rest of it. Thank you. And your number and the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02581939.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you one moment while I get the member pulled up please.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee.
[AGENT][NEUTRAL] Of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's from [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's normal, yeah.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on this supplemental policy, and this supplemental policy is active, Tricia, with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim for her with us, we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal that you.
[AGENT][NEUTRAL] Should be able to check our claim status in.
[AGENT][NEUTRAL] I. [PII].
[CUSTOMER][NEUTRAL] OK. And then do you know who her primary insurance is with?
[AGENT][NEUTRAL] According to our records for her employer, I can check that we show that.
[AGENT][NEUTRAL] To be United Healthcare.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] According to my records that you would have contacted her for, you know, the details on her primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. And is there any, oh, OK.
[CUSTOMER][NEUTRAL] And your name, please?
[CUSTOMER][NEUTRAL] Oh, and then what is the claims mailing address for? Is it, let me see, let me just verify that it's, is it the [PII]?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. All right. Uh thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are very welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, I think that's all.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. Well, if that's all then I can help you with, [PII]. You're welcome and thank you for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna try to see if I can locate her benefits online.
[CUSTOMER][POSITIVE] Yeah, for the UHC thank you.
[AGENT][NEGATIVE] Now, you won't be able to.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am. I can't, you're needing.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] No, I just said I'm gonna try to verify.
[AGENT][NEUTRAL] That information on the supplemental policy also.
[AGENT][NEUTRAL] Oh, her primary insurance?
[CUSTOMER][NEUTRAL] No, for her primary payer, yeah, because we need to bill them first so we can get that EOB.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Correct. That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, all right, thank you.
[AGENT][POSITIVE] OK. Well, you're welcome. And again, thank you for calling. Have a wonderful evening. Uh-huh. Bye-bye.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.