AccountId: 011433970860
ContactId: 97ad9237-405b-40bf-b749-c3fd623b8a96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209000 ms
Total Talk Time (AGENT): 100130 ms
Total Talk Time (CUSTOMER): 72223 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/97ad9237-405b-40bf-b749-c3fd623b8a96_20250307T19:01_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just needed to um verify eligibility.
[AGENT][NEUTRAL] OK, so you do not need benefits, you only need eligibility, is that correct?
[CUSTOMER][NEUTRAL] For a patient?
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with please?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][POSITIVE] Thank you. And [PII], your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Well I've got two separate ones for the same patient, but the first one I've got is 246-547-4.
[CUSTOMER][NEGATIVE] But they don't really do anything.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEGATIVE] I don't care
[CUSTOMER][NEUTRAL] How is your
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] And [PII], any information that I provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] serious
[CUSTOMER][NEUTRAL] [PII], birth date [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes, ma'am, I do see that he is a subscriber on the supplemental policy, [PII], and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Can you look and see if he I've got another one attached to his name. Can you see if this is like an old ID?
[AGENT][NEUTRAL] I can one moment, just a couple more things before I exit out of this one. If you all will be filing a claim for him, [PII], when the claim is submitted to APL, you would also need to include a copy of his primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] As well and then once we have processed our claim we do have a portal that you all should be able to check claim status in and our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just one moment and I will check to see about another number.
[AGENT][NEUTRAL] OK, so there was another policy that was active prior to this one it's 1514375.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] OK, when did that one expire?
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The same date as the other one went into effect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I see. OK, [PII]. OK, that's what I needed that I can take this other one off then. OK, thank you, ma'am.
[AGENT][POSITIVE] OK. Well, is there, yes, ma'am, you're welcome. And can I help you with anything else today?
[CUSTOMER][POSITIVE] No ma'am that's all I needed.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a wonderful weekend, [PII]. All right, thank you, bye bye.
[CUSTOMER][POSITIVE] You're welcome thank you you too bye bye.