AccountId: 011433970860
ContactId: 976551a1-121d-4e6f-a355-580470756673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230169 ms
Total Talk Time (AGENT): 94992 ms
Total Talk Time (CUSTOMER): 118165 ms
Interruptions: 3
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/976551a1-121d-4e6f-a355-580470756673_20250115T17:41_UTC.wav
--------------------------------------------
[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].
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Can I get the benefit details for the bamboo?
[AGENT][NEUTRAL] I'm sorry, can you get what type of information for the member?
[CUSTOMER][NEUTRAL] Yeah, can I get the eligibility date for the, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry. So you need the eligibility, do you also need benefits or just the eligibility information?
[CUSTOMER][NEUTRAL] But you do have.
[CUSTOMER][NEUTRAL] Just an eligibility. Just an eligibility information.
[AGENT][POSITIVE] Yes, sir, I can help you with
[AGENT][NEUTRAL] Sure, I can help you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be just give me a moment.
[CUSTOMER][NEUTRAL] That's I'll I'll call my.
[CUSTOMER][POSITIVE] Oh those are good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it's gonna be
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 976 6.
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] Yeah it's gonna be 023.
[CUSTOMER][NEUTRAL] 52965 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], the information that I do provide for you today will be a verification of benefits and not a guarantee of payment. And first off, what is your patient's name please and their date of birth?
[CUSTOMER][POSITIVE] Thank you so much
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, member's first name is [PII] and last name is [PII], and then the date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on the supplemental policy. This supplemental policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Thank you and.
[AGENT][NEUTRAL] And when the claim, you're welcome, when the claim is submitted to APL [PII], we will also have to have a copy of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And then also once we have processed our claim you may access the status of the claim and have access to the EOB for APL by going to secured. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, [PII], and can I get the call reference number for this call?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] Yeah, OK. Can I get the first letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thanks for the information, [PII], and have a great day.
[AGENT][POSITIVE] You are very, I hope you have a great day as well, [PII], and thank you again for calling APL.
[CUSTOMER][POSITIVE] Yeah thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.