AccountId: 011433970860
ContactId: 9abe998a-ee60-478f-9c62-4ac4aec8abe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194320 ms
Total Talk Time (AGENT): 124535 ms
Total Talk Time (CUSTOMER): 59532 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/9abe998a-ee60-478f-9c62-4ac4aec8abe6_20250115T13:09_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, this is [PII] trying to get eligibility verification on a patient.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I'm so sorry. OK, [PII]. You're needing eligibility only and not any benefit information, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes ma'am, I can help you and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And when you're the member's policy number?
[CUSTOMER][NEUTRAL] 02135063
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Doing OK today?
[AGENT][NEUTRAL] I am for a hump day, middle of the week.
[CUSTOMER][NEUTRAL] I didn't think you was gonna be open this early.
[AGENT][POSITIVE] Oh yeah, we're here with bells on.
[CUSTOMER][NEUTRAL] Yeah, because I look, I had just said right before you picked up, I said I know they're not open at no [PII], but you sure picked up.
[AGENT][NEUTRAL] Yes, we certainly are here from [PII] Central time, Monday through Friday.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, and then any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the subscriber on this supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And because, yes, ma'am, and if there's a way to make a note, um, [PII], on this policy because it is a supplement, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once our claim has processed, we do have a portal in which our claim status can be checked and you can also access the EOB for us and that portal website is [PII].
[CUSTOMER][NEUTRAL] [PII]. Say that again.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm OK mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can help you with on this early Wednesday morning?
[CUSTOMER][NEUTRAL] Uh, let me get your name again.
[AGENT][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] And you will use my name along with today's date and if you need a call reference number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you. I definitely do appreciate it.
[AGENT][POSITIVE] Well, you are certainly very welcome and I hope that you have a wonderful day today and thank you again for calling APL.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.