AccountId: 011433970860
ContactId: 9d34ca14-40ee-44d7-8e6e-62e528094436
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169899 ms
Total Talk Time (AGENT): 85687 ms
Total Talk Time (CUSTOMER): 41250 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9d34ca14-40ee-44d7-8e6e-62e528094436_20250519T19:29_UTC.wav
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[AGENT][NEUTRAL] Good thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over at admins. Um, I just need an an eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility only, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] And the policy holder number is 02292666.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And any information [PII] 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] Um, [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], so she is the spouse of the subscriber on this supplemental policy, and this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And because it is a supplemental policy, if you all are going to be filing a claim with us for her when the claim is submitted to APL [PII], we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim for review and then once we have processed our claim here at APL, we do have a portal in which you should be able to check claim status and and our.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I did see that, yes.
[AGENT][NEUTRAL] The secure. [PII], that's the website for the portal.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm. Yes.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, ma'am, that is it. Thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL. I hope you have a really nice um evening.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Yes, thank you too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.