AccountId: 011433970860
ContactId: 88340d2d-fd01-4aae-ac5b-662278f71476
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252539 ms
Total Talk Time (AGENT): 112192 ms
Total Talk Time (CUSTOMER): 51347 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/88340d2d-fd01-4aae-ac5b-662278f71476_20250620T17:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I would like to verify um benefits for patients upcoming um visit or eligibility as well.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefits for member, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with both things and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] 2. OK, thank you.
[AGENT][NEUTRAL] And you know, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] That is 1070133.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEGATIVE] Uh, just one second, you know I'm, I got one on my screen it's not working for me. 1 2nd.
[AGENT][NEUTRAL] And you know, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And again, what type of benefit information do you need for him, inpatient, outpatient, or office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I actually won't need the um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The benefit information, um, will any authorization be required as um a supplementary?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] No ma'am, there is no prior authorization required on this policy. Now, um, when the claim is submitted to APO for review, if you will file a claim for him, we will have to have a copy of the primary insurance company's explanation of benefits as well for review.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then once the claim has been processed by APL we do have a portal, [PII] that you all should be able to check his claim status in and the website for that is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And your name again was?
[AGENT][NEUTRAL] [PII] and my name in today's date would be what you would use for your call reference number if you need one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And the last initial?
[AGENT][NEUTRAL] [PII], and yours?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] Oh well, you're very welcome, [PII]. So again, if that's all I can help you with today, thank you for calling APO and I hope you have a nice weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.