AccountId: 011433970860
ContactId: 7e1ecb9c-1a02-4d39-91a4-b1d067afbe80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165910 ms
Total Talk Time (AGENT): 82082 ms
Total Talk Time (CUSTOMER): 39688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/7e1ecb9c-1a02-4d39-91a4-b1d067afbe80_20250102T14:18_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] Good morning. I'm calling from Just Kids Pediatrics, and I have a patient here, um, not able to verify her insurance.
[AGENT][NEUTRAL] OK, you're needing to verify a member's eligibility?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you spell your name for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, thank you. And Adeus, what is your callback number?
[CUSTOMER][NEUTRAL] Mm it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 566.
[CUSTOMER][NEUTRAL] 216.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Of course
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is the child's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do see that the child is dependent on this policy.
[AGENT][NEUTRAL] And this limited benefit plan is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then once the claim has been filed and processed with APL Dallas, we do have a pro excuse me, a portal in which you can create a username and password to have access to the explanation of benefits and claim status, and you can go to that website by going to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else today?
[CUSTOMER][POSITIVE] That would be it. I just needed to verify that thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. So thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.