AccountId: 011433970860
ContactId: 934d8148-9547-4e01-9c42-7ed65cfae041
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 93442 ms
Total Talk Time (CUSTOMER): 60527 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/2025/01/22/934d8148-9547-4e01-9c42-7ed65cfae041_20250122T13:30_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] Hi [PII], my name is [PII]. I'm calling from West Boca Medical Center. Uh, I'm just trying to confirm the verification of benefits for a patient and make sure it was active during the date of service.
[AGENT][NEUTRAL] OK [PII], so you're needing to verify eligibility and benefits for a member or just eligibility?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, just, yeah, just.
[AGENT][NEUTRAL] OK. Just eligibility. Yes, ma'am. I can help you with that, [PII]. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A good call back number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 0247.
[CUSTOMER][NEUTRAL] 3393 ML 7
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], 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, please, and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] see
[AGENT][NEUTRAL] OK, so I do see that he is the subscriber Chater on this policy. This supplemental policy is active.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] With an effective date of [PII] and is active.
[CUSTOMER][POSITIVE] [PII]. OK, perfect. Thank you.
[AGENT][NEUTRAL] Mhm. OK, and one, just a couple of additional things if you all will be submitting a claim to APO for review, we will also have to have a copy of the primary insurance company's explanation of benefits as well for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then lastly 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 have access to our explanation of benefits and our portal website Chantera is secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's all, [PII]. Thank you so much.
[AGENT][POSITIVE] Well, you are very welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.