AccountId: 011433970860
ContactId: 97097def-faad-4ab9-af58-2a9dc4a00f09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221500 ms
Total Talk Time (AGENT): 100895 ms
Total Talk Time (CUSTOMER): 64510 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/97097def-faad-4ab9-af58-2a9dc4a00f09_20250519T12:33_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, good morning, [PII]. My name is [PII]. Last name initial is [PII]. Um, I'm calling from a provider's office just to verify if a patient of ours was eligible for coverage.
[AGENT][NEUTRAL] OK, so you're just needing to verify eligibility, [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Um, call back is [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] I have 022.
[CUSTOMER][NEUTRAL] 55705 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. Give me a moment, [PII] to get the member's information pulled up please.
[AGENT][NEUTRAL] And any information, [PII] that I do provide today 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] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show she is the spouse on this supplemental policy.
[AGENT][NEUTRAL] And this policy is active, [PII], with an effective date of [PII].
[AGENT][NEUTRAL] And if there's a way that you can make a note that because this is a supplemental policy to their primary insurance, when the claim is submitted to APL for review, we will also have to have a copy of her primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As well and then once we have processed the claim here we do have a portal in which you should be able to check claim status in and the website for that is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] Well, you're very welcome. And is there anything else I could help you with this morning?
[CUSTOMER][NEUTRAL] Yes, I just wanted to confirm the payer ID that we should be sending our claim to is it 60801?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and then, uh, to mail in any claims I have [PII].
[AGENT][NEUTRAL] 8950.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Before I let you go, [PII], could I please have a reference number for our call?
[AGENT][NEUTRAL] Yes, you would use my name along with today's date and the first initial to my last name if you need that is [PII].
[CUSTOMER][POSITIVE] All right, thank you for your help. I hope you have a wonderful day.
[AGENT][POSITIVE] Well you, oh, I hope you do too, and thank you again, [PII] for calling APL this morning.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.