AccountId: 011433970860
ContactId: 8a8f5c9f-82a4-414d-9421-e783ab439350
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174199 ms
Total Talk Time (AGENT): 85324 ms
Total Talk Time (CUSTOMER): 39299 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/8a8f5c9f-82a4-414d-9421-e783ab439350_20250509T18:03_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just need to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK. You're just needing to get a verify if the policy is active or not, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. Just one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 01523314
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, I mean, 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 and their date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm in the way and I'm
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the subscriber on the supplemental policy and yes ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be, well, I was gonna tell you about two more things. So if you all file a claim with us for this member, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] Alright perfect and.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead, go ahead.
[AGENT][NEUTRAL] And then once the claim has been processed by APL we have a portal that you should be able to check our claim status in by going to secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you need a reference number for our call, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] And I did not catch your name. What was it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. And can I help you with anything else today?
[CUSTOMER][NEUTRAL] And [PII], no ma'am, that'll be it.
[AGENT][POSITIVE] OK, [PII]. Well, thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.