AccountId: 011433970860
ContactId: 88f402a2-d2c0-4203-8155-744d38a64086
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216300 ms
Total Talk Time (AGENT): 96383 ms
Total Talk Time (CUSTOMER): 65330 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/88f402a2-d2c0-4203-8155-744d38a64086_20250521T18:19_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I'm checking on eligibility for a member.
[AGENT][NEUTRAL] OK, you're needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, yes, hello.
[AGENT][NEUTRAL] Did you say you were needing eligibility?
[CUSTOMER][NEUTRAL] I'm audible?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][POSITIVE] Yes, I can help you with that. Can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] and we have a [PII].
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] OK. Say, give me your, OK. Give me your phone number one more time. [PII].
[CUSTOMER][NEUTRAL] As an extension.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and your extension?
[CUSTOMER][NEUTRAL] [PII] sorry, [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, the member ID number is 02507921 M as in Mike.
[CUSTOMER][NEUTRAL] L as in Lima, 8.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And any information that I provide for you today, Shawna would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name, uh, that's [PII]. [PII] is the date of birth.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My name is [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I do show that she is covered on this supplemental policy, and this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all are going to be filing a claim for her with APO, we must also receive a copy of her primary insurance company explanation of benefits along with the claim.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we have a portal that you should be able to check claim status in and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] So, uh,
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, you said the number was active effective [PII] and uh it's still active, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, may I get the call reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for your assistance. You have a great rest of your day.
[AGENT][POSITIVE] OK, well, you're welcome. Yes, ma'am. You too, Shit. That is all I can help you with. Thank you again for calling [PII].