AccountId: 011433970860
ContactId: 9e6751bf-26fd-4dc8-be4a-490585faf631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178160 ms
Total Talk Time (AGENT): 87641 ms
Total Talk Time (CUSTOMER): 28827 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/9e6751bf-26fd-4dc8-be4a-490585faf631_20250521T12:01_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, I'm [PII] with Saint John's. I just need to verify coverage on my patient.
[AGENT][NEUTRAL] OK, [PII], are you needing eligibility and benefits or just eligibility or just benefits?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes ma'am, I can help you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 02579329
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, and now send any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is the patient's name, place, and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so [PII], on this uh supplemental policy, I do show that Ms. [PII] is a subscriber and yes ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if there is a way, [PII], that she can make a note that because this is a supplement to her primary insurance, when the claim is filed with APL we will have to have a copy also of her primary insurance company's explanation of benefits.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then once we have processed our claim at APL we do have a portal that you should be able to check claim status in.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right. Well, can I help you with anything else?
[CUSTOMER][NEUTRAL] Um, could I have a call reference number?
[AGENT][NEUTRAL] Sure, you could use my name along with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APO. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you. Bye-bye.