AccountId: 011433970860
ContactId: 8bf28694-d651-4218-947b-da786bb0d19f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190619 ms
Total Talk Time (AGENT): 92144 ms
Total Talk Time (CUSTOMER): 39138 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/8bf28694-d651-4218-947b-da786bb0d19f_20250117T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APLs. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from Christa's Health. I just want to verify if the patient was active for a claim.
[AGENT][NEUTRAL] OK, [PII], you're only wanting to verify uh if a policy is active, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] That is, um, let's see, I have 1456638.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments to get the member's information pulled up please.
[AGENT][NEUTRAL] OK, and any information, [PII] that I did provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth [PII].
[AGENT][POSITIVE] Thank you. So I do show she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], because this is a supplement to her primary insurance, when a claim is submitted to APO for review, we must also have a copy of her primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal in which claim status can be checked with APL and our portal website is at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, on the portal where it says that you can submit a submit a claim to the portal, is that still active?
[AGENT][NEUTRAL] Yes, and you should be able to do that, but if not, you can either mail it or fax it.
[CUSTOMER][NEUTRAL] OK, what's that fax number?
[AGENT][NEUTRAL] The claims fax number is [PII].
[CUSTOMER][NEUTRAL] OK, Ms. [PII], is there gonna be a call reference number for today?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date, [PII].
[AGENT][POSITIVE] And is there anything else I can? You're welcome. Can I help you with anything else?
[CUSTOMER][POSITIVE] All right, I appreciate it. Thank you.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][POSITIVE] No, have a wonderful weekend.
[AGENT][POSITIVE] I hope you do too, and thank you again for calling APL. Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye