AccountId: 011433970860
ContactId: 7f7af072-ecfb-4acc-8973-34a00b68e99c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236350 ms
Total Talk Time (AGENT): 117443 ms
Total Talk Time (CUSTOMER): 56069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/7f7af072-ecfb-4acc-8973-34a00b68e99c_20250221T17:40_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 [PII], this is [PII] calling from provider office checking on the eligibility of a member.
[AGENT][NEUTRAL] OK, you're only needing eligibility. You do not need benefits as well, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir. I can help you with that. And could you please spell your name for me?
[CUSTOMER][NEUTRAL] Sure, [PII], and initial to my last name it's [PII]. Along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, [PII], that's fine. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your patient's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 02250224
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK [PII], so any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is a subscriber on the supplemental policy and the supplemental policy keep is active. The effective date is [PII].
[AGENT][NEUTRAL] No term date.
[CUSTOMER][NEUTRAL] Uh, sorry, your voice is cutting your voice is cutting in and out. Can you please repeat the date?
[AGENT][NEUTRAL] Policy is active effective [PII] and no termination date.
[CUSTOMER][NEUTRAL] OK. Can you help me with the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Help me with the claim mailing, uh, sorry, the call reference number.
[AGENT][NEUTRAL] Uh yes sir, but uh just a couple of additional pieces of information to keep if you all will be filing a claim for this member with APL, you will also need to include a copy of the primary insurance company's explanation of benefits as well along with the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL, you can, you should be able to check status and have access to the explanation and benefits for APL by going to [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And for the reference number you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Uh, can you please spell out your name for my records?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], first initial to last name, [PII].
[CUSTOMER][POSITIVE] Thank you so much for your assistance, [PII]. Have a great weekend ahead.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] I hope you do too, Kiva that's all I can help you with. Thank you again for calling APL.