AccountId: 011433970860
ContactId: 97ddaa97-60f1-4e1c-9929-f2fb38806fab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208520 ms
Total Talk Time (AGENT): 104559 ms
Total Talk Time (CUSTOMER): 64971 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/97ddaa97-60f1-4e1c-9929-f2fb38806fab_20250428T17:22_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, I want to see, can I verify member eligibility.
[AGENT][NEUTRAL] OK, you say you're just needing to verify eligibility, you're not needing benefits, is that correct?
[CUSTOMER][NEUTRAL] Um, no, we, we done an anesthesia for a patient and we just need the effective date and that's it.
[AGENT][NEUTRAL] Sure, yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, uh, this is [PII] and I'm calling from Sheridan Health Corp.
[AGENT][NEUTRAL] I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], oh, I'm so sorry. OK, and [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] It's gonna be 1452819 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And any information that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on the supplemental policy, and yes, ma'am, it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And [PII], because this is a supplement to the primary insurance, when the claim is submitted to APL for review, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, of course, we send it. OK. All right. And the patient has Blue Cross and it would definitely, mhm.
[AGENT][NEUTRAL] Yes, ma'am. And then once a week.
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead with what you were gonna say and then I'll finish telling you what I was gonna tell you.
[CUSTOMER][NEUTRAL] OK, yeah, uh, we're saying the same thing, um, we normally send out the, um, you'll be, um, uh, when we send, when we build our secondary insurance.
[AGENT][NEUTRAL] Uh-huh, OK, good. And then do you also have our portal in which you should be able to check our claim status once we've processed the claim?
[CUSTOMER][POSITIVE] I can take the name of the porter and thank you so much.
[AGENT][NEUTRAL] OK, yes ma'am, the portal website is located at [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK. All right. Thank you so much, [PII] have a good day.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Well, I hope you have a wonderful afternoon as well. And if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] All right, [PII], bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.