AccountId: 011433970860
ContactId: 96bdfe13-8052-4b11-b154-17251f549ddb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184750 ms
Total Talk Time (AGENT): 94180 ms
Total Talk Time (CUSTOMER): 48130 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/96bdfe13-8052-4b11-b154-17251f549ddb_20250110T21:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling you from the Women's Medical Center Clinic. I'm calling to verify, um,
[CUSTOMER][NEUTRAL] Eligibility on, on a patient.
[AGENT][NEUTRAL] OK, you're needing eligibility information, is that correct, only not benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. Eligibility.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can. OK, I can help you with that. And I'm sorry, did you say that your name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, [PII], yes ma'am, I can, I can help you. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] The member's policy.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 135061
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment, please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information [PII] 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 and their date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so the supplemental policy earl is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And because this is a supplement to her primary insurance, when the claim is submitted to APL we will also have to have a copy of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Along with the claim for review and then once we have processed our claim here we do have a portal that you may set a profile up in to access our EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And, and that website for our portal is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And may I have a confirmation number?
[AGENT][POSITIVE] Sure, you will actually use my name along with today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Well, thank you very much.
[AGENT][POSITIVE] OK. And you're certainly very welcome, [PII]. Can I help you with anything else?
[CUSTOMER][POSITIVE] That's it. Thank you very much. Have a good one.
[AGENT][POSITIVE] OK. Yes, ma'am, you too. I hope you have a nice weekend and thank you again for calling APL.
[CUSTOMER][POSITIVE] You're welcome. You too also.
[AGENT][POSITIVE] Thank you. Goodbye.
[CUSTOMER][POSITIVE] You're welcome bye bye.