AccountId: 011433970860
ContactId: 9ae26b72-fc2b-4929-9fc0-84b0cfcdf79c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181240 ms
Total Talk Time (AGENT): 86532 ms
Total Talk Time (CUSTOMER): 39098 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/9ae26b72-fc2b-4929-9fc0-84b0cfcdf79c_20250414T17:02_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, I'm calling from Nicholas Children's Cardiology. I need to see if this patient is active or she's coming in tomorrow.
[AGENT][NEUTRAL] OK, so you're just needing to verify eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 025853.
[CUSTOMER][NEUTRAL] 52 M like Mike L like Lima 8.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you 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] [PII], I'm sorry, wrong patient. [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber on the supplemental policy, [PII], and yes ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] Now just a couple of additional pieces of information for you because this is a supplement to her primary insurance when the claim is submitted to APL for review, we will have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check our claim status and our website for the portal is located at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'll go ahead and jot that down. All right, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, have a great day.
[AGENT][POSITIVE] Well, I hope you have a great day too, and thank you again for calling ATL.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.