AccountId: 011433970860
ContactId: 7dcab3b6-9d21-43c7-bdfa-3096959cbb93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307059 ms
Total Talk Time (AGENT): 167166 ms
Total Talk Time (CUSTOMER): 72579 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/7dcab3b6-9d21-43c7-bdfa-3096959cbb93_20250625T13:05_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I need to verify some benefits, please.
[AGENT][NEUTRAL] OK, you're only needing benefits and not eligibility. Is that correct?
[CUSTOMER][NEUTRAL] Uh well yeah, benefits and eligibility.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with both. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 025416667.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits if not a guarantee of payment. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, in our system, her name is [PII], the last name is hyphenated. It's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Press [PII].
[AGENT][NEUTRAL] Uh yes, that's what it, uh-huh, um, OK, so I just wanted to make you aware of that. Is it [PII]?
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh it cuts it off because of the space available, is it?
[CUSTOMER][NEUTRAL] Yeah, it cuts it off on y'all's card, yes ma'am.
[AGENT][NEUTRAL] Yeah. Is it [PII] or [PII]? Do you know how it's fully spelled?
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Uh, I just had it in the other system. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it's [PII]
[AGENT][NEUTRAL] [PII] OK. So, yeah, it's, it's too long. Um, I just was gonna put it in the note.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Since it is cut off on here. OK, so let's see.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So I do show that she is a subscriber on the supplemental policy and again it is active with an effective date of [PII] if I could talk. And then what type of benefit information do you need? [PII] inpatient, outpatient, or office?
[CUSTOMER][NEUTRAL] and everything.
[CUSTOMER][NEUTRAL] Um, inpatient.
[AGENT][NEUTRAL] Inpatient, OK.
[CUSTOMER][NEUTRAL] Uh no, I'm sorry, just office. I'm, I'm sorry I'm getting confused now, um, office.
[AGENT][NEUTRAL] I don't mean, I hope I didn't mess you up. OK, so on this supple.
[CUSTOMER][NEUTRAL] No, you're fine. I'm
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, so office visits are not covered under this supplemental policy. Now, if she were to receive some form of treatment in the office, that is something that could be reviewed under her outpatient benefit, but the office visit itself is not covered.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date. Now, if you all end up filing a claim with us for her season, uh, we will also have to have a copy of her primary insurance company's explanation of benefits because of this being a supplemental policy. And the, also, once we've processed any claim here at APL for a member, we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I can try and help you with this morning?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you. All right, [PII], bye bye.
[CUSTOMER][NEUTRAL] Bye bye.