AccountId: 011433970860
ContactId: 81663a19-201f-452b-a5cc-047da56f6019
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154050 ms
Total Talk Time (AGENT): 90466 ms
Total Talk Time (CUSTOMER): 27646 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/81663a19-201f-452b-a5cc-047da56f6019_20250505T14:25_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] Yes, I'm trying to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, you're just needing to get eligibility. You do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can certainly help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 02409024.
[AGENT][NEUTRAL] Thank you. One moment while I get the member's information all pulled up please.
[AGENT][NEUTRAL] And any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I do show, uh, first off, again, any information provided will be a verification of benefits and not a guarantee of payment. So I do show she is the subscriber on the supplemental policy, [PII] and it is active with an effective date of [PII].
[AGENT][NEUTRAL] Now, if you all, just a couple of additional things, if you all will be filing a claim for her because it is a supplement to your primary insurance, we will have to have a copy of the primary EOB along with the claim for review.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then once we have processed any claim here at APL we do have a portal that you should be able to check our claim status in and the website for that is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else today?
[CUSTOMER][POSITIVE] That's all I needed thank you so much.
[AGENT][POSITIVE] Uh, well, you're welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.