AccountId: 011433970860
ContactId: 89e2a1ee-70a0-4201-a2eb-f8a9869d8b8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173529 ms
Total Talk Time (AGENT): 88009 ms
Total Talk Time (CUSTOMER): 32792 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/89e2a1ee-70a0-4201-a2eb-f8a9869d8b8d_20250609T18:08_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] Hello, good day. My name is [PII]. I'm calling from Arizona Heart Doctor. I would like to verify medical eligibility.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 01988267
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up.
[AGENT][NEUTRAL] And any information that is provided today 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] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on the supplemental policy, Brea, and this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much. I got everything I need. Just need the call reference number, please, and the first initial to your last name.
[AGENT][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] Yes, the first initials of my last name is [PII]. You will use my name and today's date, [PII], as your call reference number and then just a couple of additional pieces of information if you all do file a claim with us for this number when the claim is submitted to APL, we will also have to have a copy of the primary insurance company's explanation of benefits 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 and and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much. Have a nice day.
[AGENT][POSITIVE] Well, you are very welcome and I hope you have a nice day too, and if that's all I can help you with, and thank you again for calling APL.