AccountId: 011433970860
ContactId: 8f1a3346-945a-4ec2-b77e-cedc8425fea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183880 ms
Total Talk Time (AGENT): 85131 ms
Total Talk Time (CUSTOMER): 27730 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/8f1a3346-945a-4ec2-b77e-cedc8425fea7_20250220T13:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I just need you to verify eligibility please.
[AGENT][NEUTRAL] OK, so you're not, you do not need benefit information. You only need to know if the policy is active or not, is that correct?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] Yes, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII] with Hattiesburg Clinic.
[AGENT][POSITIVE] Thank you and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 1097952
[AGENT][POSITIVE] OK thank you
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well [PII], please bear with me it's taking a moment for this information to load for me this morning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information [PII] that I do provide 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] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show she is the spouse of the subscriber on the supplemental policy, and the supplemental policy is active, [PII] with an effective date of excuse me, [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with APL, we will also have to have a copy of her primary insurance company's explanation of benefits as well for review.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that you should be able to check our claim status and have access to our EOBN by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, that is what I need thank you.
[AGENT][POSITIVE] OK, well, you are very welcome, [PII] if that's all I can help you with. Thank you again for calling APL, and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.