AccountId: 011433970860
ContactId: 9b808159-39f2-41d9-9cfa-0e9d8b432904
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175149 ms
Total Talk Time (AGENT): 103792 ms
Total Talk Time (CUSTOMER): 56895 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/9b808159-39f2-41d9-9cfa-0e9d8b432904_20250103T21:15_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 [PII], my name is [PII] and I'm calling to try to verify eligibility for a patient that came in through one of our facilities on [PII].
[AGENT][NEUTRAL] OK, [PII]. So you only need eligibility and no 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] My direct line is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] I have 02216354 ML 8.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] So I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Perfect. And can you provide for me? Go ahead. No, that's OK. I was just gonna, yeah, well I just wanna verify claims address so go ahead and finish and then we'll get the rest.
[AGENT][NEUTRAL] And when the claim is submitted.
[AGENT][NEUTRAL] Oh, I'm so sorry. Go ahead, [PII]. I was just gonna say.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so when the claim is submitted with 2 APO we will have to have a copy of his primary insurance company's explanation of benefits for review.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then once we have processed our claim status for our claim can be checked and also have access to the EOB for APL by going to [PII].
[AGENT][NEUTRAL] And you were also wanting to verify the mailing address for claims, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect. And [PII] also for documenting, can I get the first initial of your last name?
[AGENT][NEUTRAL] [PII], and you would use my name along with today's date if you need a call reference number.
[CUSTOMER][POSITIVE] Thank you so much. Have a lovely weekend. Can you get some rest and rest your voice.
[AGENT][POSITIVE] Sure. Yes, ma'am. Uh yes, ma'am. Thank you for our plan on it. So if that's all then, [PII], I can help you with, thank you again for calling APL and I hope you have a nice weekend as well.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's that.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][NEUTRAL] Yes ma'am. Bye bye.