AccountId: 011433970860
ContactId: 9105529b-cefa-438d-a611-2339bb888cee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310350 ms
Total Talk Time (AGENT): 135596 ms
Total Talk Time (CUSTOMER): 108822 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/9105529b-cefa-438d-a611-2339bb888cee_20250411T19:53_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I just wanted to check if a patient has active coverage.
[AGENT][NEUTRAL] OK, I'm sorry, did you say your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], thank you. And you're wanting to verify if a member has active coverage, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] I have 02519206.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] It's up to you, brother.
[AGENT][NEUTRAL] And any information [PII] that I did provide for you 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] I think
[CUSTOMER][NEUTRAL] His name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on the supplemental policy [PII], and it is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] And because it is a supplemental policy, [PII], if a claim is going to be filed with us for him, if there's a way that you can make a note, we will also have to have a copy of his primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did you.
[CUSTOMER][NEUTRAL] Which
[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 for us and the portal website for our portal is [PII].
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you need a call reference number for our call today, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK, and it's uh [PII], correct?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII] and I also have another policy if you don't mind checking for me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, just one moment then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] get bored.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. And what is the next member's policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is going to be alright give me one second.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] I'm sorry, it's gonna be 024495.
[CUSTOMER][NEUTRAL] 87 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And your patient's name and date of birth on this policy?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] So her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then also on this one any information that I provide for you will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm so.
[AGENT][NEUTRAL] OK, so I do show she is the spouse of the subscriber on this policy and yes ma'am, it is active. The policy effective date is [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And the same with this one, if you will be sending your claims, you will, will make the explanation of benefits from the primary and then the same portal could be used to check claim status that I gave you.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] All right, well, you're very welcome. And is there anything else that I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that's everything.
[AGENT][POSITIVE] OK, well thank you for calling APO and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you too. Bye-bye.
[CUSTOMER][POSITIVE] No, no problem.