AccountId: 011433970860
ContactId: 95b3346b-c474-496d-bf6a-96ed67d77499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203419 ms
Total Talk Time (AGENT): 106301 ms
Total Talk Time (CUSTOMER): 56147 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/95b3346b-c474-496d-bf6a-96ed67d77499_20250512T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] with Memorial Hospital Pembroke uh registration. I'm just calling to verify, uh, uh, eligibility for a patient here.
[AGENT][NEUTRAL] OK, and you said your name is [PII] Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and you're just needing to verify eligibility. Is that right?
[CUSTOMER][POSITIVE] Yes ma'am. Yes.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It will be um for the ER 02295966 NL 8.
[AGENT][POSITIVE] Thank you one moment.
[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 date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII]. Date of birth uh [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that Mr. [PII] is the subscriber on the supplemental policy and it is active with an effective date of [PII]. I'm sorry, I am not giving you the correct information, [PII]. He is a subscriber and his effective date is [PII].
[CUSTOMER][POSITIVE] No, no worries, no worries.
[AGENT][NEUTRAL] And if there is a way that you can make a note, yes ma'am, that because this is a supplemental policy to his primary insurance, when the claim is submitted to APL for review, we will have to have a copy also of his primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK, and he's active.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we do have a portal in which you should be able to check claim status and that portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, thank you and is there a reference number for the call?
[AGENT][NEUTRAL] All right, well
[AGENT][NEUTRAL] Yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] [PII] and OK alright not a problem thank you so much.
[AGENT][POSITIVE] OK. All right. Well, you're very welcome, [PII] and if that is all I can help you with today, then thank you for calling APO and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] All right thank you you as well bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.