AccountId: 011433970860
ContactId: 94473aea-2efe-470d-a0f9-b9718f3a580f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157169 ms
Total Talk Time (AGENT): 85890 ms
Total Talk Time (CUSTOMER): 27838 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/94473aea-2efe-470d-a0f9-b9718f3a580f_20250205T14:51_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] is
[AGENT][NEUTRAL] Hello. Is there anyone there?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Policy is active?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you now.
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify if the policy is active.
[AGENT][NEUTRAL] OK, so you're just needing to verify if it is active or not? Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, 02292662.
[AGENT][NEUTRAL] OK [PII], thank you one moment while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on the supplemental policy and yes, ma'am, it is still active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you will, OK, and just, uh, two more things if you all do file a claim with APO for this member, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim for review and then once we have processed our claim, we do have a portal that you should be able to check claim status in and our portal website is secured. [PII].
[CUSTOMER][POSITIVE] OK, that was what I needed.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So if that's all I can help you with. Thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.