AccountId: 011433970860
ContactId: 8b89b334-b2ab-4a28-8c14-4ebef9876573
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253740 ms
Total Talk Time (AGENT): 143413 ms
Total Talk Time (CUSTOMER): 59515 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8b89b334-b2ab-4a28-8c14-4ebef9876573_20250415T15:15_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from the Edward W. Sparrow Hospital check-in eligibility for a member if I could please.
[AGENT][NEUTRAL] OK, [PII]. So you're only needing eligibility and not benefits, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the member, please?
[CUSTOMER][NEUTRAL] Um, it is 223-008-5.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will 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] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on the supplemental policy, and this supplemental policy is active, [PII], the effective date on it is [PII].
[AGENT][NEUTRAL] And just a couple of additional pieces of information for you if a claim is going to be filed with APL, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[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 our website for that is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, that's [PII].
[CUSTOMER][NEUTRAL] OK, and what is the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, is this a new mailing address? Like is it an updated one, do you know?
[AGENT][NEUTRAL] It's been the correct mailing address for several years now. Our old [PII] is [PII] number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, that's what I needed to know OK.
[AGENT][NEUTRAL] If that's what you, is that what you have? Did you have the old PO box?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think on on some other claims I did let me take a look here I have them.
[AGENT][NEUTRAL] Yeah, it would have been [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yep, so it must be the old one. OK, alright, because I have a couple other claims I was gonna add, OK.
[AGENT][NEUTRAL] Yes, ma'am. So that is all, yes, ma'am. So, if you could just
[AGENT][NEUTRAL] Yes, just remove that one because um it's been too long now that, you know, I'm not really sure if it's getting forwarded to that address or not. It's kind of a hit or miss.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][POSITIVE] Right, alright, well, fabulous, thank you very much, [PII], for your help. Is there a reference number for our call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well are you?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK, can I get initial to your last name?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][POSITIVE] Alright, fabulous thank you [PII] for your help I appreciate it.
[AGENT][POSITIVE] OK, well, you're certainly very welcome. And again, if that's all I can help you with, thank you for calling APL and I hope that you have a great day.
[CUSTOMER][POSITIVE] You also thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Yep bye.
[AGENT][NEUTRAL] Bye-bye.