AccountId: 011433970860
ContactId: 983df545-c45e-4cde-bb87-c49da95cd373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202059 ms
Total Talk Time (AGENT): 92656 ms
Total Talk Time (CUSTOMER): 53032 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/983df545-c45e-4cde-bb87-c49da95cd373_20250326T18:38_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] Hi, good afternoon. This is [PII] calling from Northwest Allied Physicians.
[CUSTOMER][NEUTRAL] I'm calling for a um eligibility check on a patient.
[AGENT][NEUTRAL] OK, you're needing eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK. Yes, ma'am, I can help you with that and I'm so sorry. What did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you, [PII] and what is your callback?
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] It would be 02273148.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] Oh, I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], any information that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It would be [PII] with a [PII], San Jose, and there's a space between San and Jose. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the spouse of the subscriber on the supplemental policy, [PII], and the supplemental policy is act.
[AGENT][NEUTRAL] with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with us on this member's policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We will also need to receive a copy of her primary explanation of benefits.
[AGENT][NEUTRAL] Along with the claim for review?
[AGENT][NEUTRAL] And then once we've processed our claim, so you have a portal in which you should be able to check claim status for APL and our website for the portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Perfect. And could I get, do you guys provide like a reference number about the call?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Perfect. What was your name once again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. All [PII]. Thank you so much, [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is there anything else?
[AGENT][POSITIVE] Oh, you're welcome. Is there anything else, [PII] I can help you with?
[CUSTOMER][NEUTRAL] Oh, no. That is all.
[CUSTOMER][POSITIVE] That is all. Thank you.
[AGENT][POSITIVE] OK. Well, thank you again for calling APLN.
[AGENT][NEUTRAL] rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you.