AccountId: 011433970860
ContactId: 8003036e-6b28-4b2d-a5ab-f6d01a3c1491
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167059 ms
Total Talk Time (AGENT): 83715 ms
Total Talk Time (CUSTOMER): 28042 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/8003036e-6b28-4b2d-a5ab-f6d01a3c1491_20250311T14:28_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] I'm calling to check eligibility on a patient.
[AGENT][NEUTRAL] OK, you're only needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][POSITIVE] Thank you. And [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] 02566532
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hiya, she is the subscriber on this supplemental policy, and this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be submitting a claim to APO for review for her, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then once we have processed our claim here we do have a portal in which you should be able to check claim status by going to [PII].
[CUSTOMER][NEUTRAL] Perfect, is there a call reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, you will actually use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today.
[AGENT][POSITIVE] Well, you're very welcome. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you. Bye-bye.