AccountId: 011433970860
ContactId: 88056cdf-69f2-4720-a195-532ce06e467e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184130 ms
Total Talk Time (AGENT): 86040 ms
Total Talk Time (CUSTOMER): 92066 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/88056cdf-69f2-4720-a195-532ce06e467e_20250228T15:50_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]. Good morning. This is [PII]. I'm calling from Montana Medical Center. I would like to check um eligibility, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to check eligibility only, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it would be.
[CUSTOMER][NEUTRAL] 017.
[CUSTOMER][NEUTRAL] 914
[CUSTOMER][NEUTRAL] 09.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[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, please, and date of birth?
[CUSTOMER][POSITIVE] Thank you. It would be uh [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on the supplemental policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is active.
[CUSTOMER][NEUTRAL] And it is.
[AGENT][NEUTRAL] It's an effective date of [PII].
[CUSTOMER][NEUTRAL] I think that the date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with APL for her, we will also need a copy of her primary insurance company's explanation of benefits as well along with the claim.
[CUSTOMER][NEUTRAL] And [PII] said if you all will be filing a claim detail for her, we will also need a copy of the primary insurance company benefit as well along with the claim.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check claim status for us by going to secured. Ampublic.
[CUSTOMER][NEUTRAL] And then once we process our here at we do have a portal in which you should be able to checkpoint.
[CUSTOMER][NEUTRAL] By going to to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much for uh Batson.
[AGENT][POSITIVE] You, you're very welcome. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, but thank you very much. Uh, it will be everything for now. I think I will need a caller reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You would use my name along with today's date.
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII] have a good one have a good weekend.
[AGENT][POSITIVE] OK, well, you're welcome. You too. I hope you have a nice weekend as well, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.