AccountId: 011433970860
ContactId: 9d5ffe8c-d646-4590-8091-e007b1e2de8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217889 ms
Total Talk Time (AGENT): 99538 ms
Total Talk Time (CUSTOMER): 75698 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/9d5ffe8c-d646-4590-8091-e007b1e2de8c_20250124T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I am calling to check eligibility and benefits of one of your members.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefit information for members, is that correct?
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And could you please give me your name again?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[AGENT][NEUTRAL] [PII], OK, thank you, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] 1134152, sorry, sorry, no, it's 023343778. Sorry.
[AGENT][NEUTRAL] That's OK. Thank you. One moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And any information, [PII] 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 and date of birth?
[CUSTOMER][NEUTRAL] OK, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that Mr. [PII] is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And what type of benefit information are you needing inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Well, um, actually I believe that would be only the information that I needed since this is just secondary, right?
[AGENT][NEUTRAL] Oh, you do not need benefits, OK.
[AGENT][NEUTRAL] Yes, ma'am, that is
[CUSTOMER][NEUTRAL] This is just a secondary, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you. So um yeah.
[AGENT][NEUTRAL] Yes ma'am, and a couple of additional, go ahead with your question.
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] I was gonna say that because this is a supplement to the primary insurance, when the claim is submitted to APL for review, we must also have uh a copy of the primary insurance explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim, [PII], we do have a portal that you can check claim status and have access to our EOB.
[AGENT][POSITIVE] And our portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, so um.
[CUSTOMER][NEUTRAL] Yeah, that's it. So before we end the call, may I have a reference number please?
[AGENT][NEUTRAL] Yes, she would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK, sorry, can you spell out your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day. Bye.
[AGENT][POSITIVE] Oh, you're welcome. Yes, ma'am. You too, and thank you again for calling AP. Have a nice weekend.