AccountId: 011433970860
ContactId: 9ef58e13-1a86-4398-a435-5289ce5a9fcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219679 ms
Total Talk Time (AGENT): 108019 ms
Total Talk Time (CUSTOMER): 51703 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9ef58e13-1a86-4398-a435-5289ce5a9fcb_20250121T17:54_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]. I'm calling from UNC faculty positions. I'm calling to get eligibility.
[AGENT][NEUTRAL] OK. And you did say your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, I'm so sorry, [PII]. I misheard that completely. I apologize. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And you said you need to get eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes, just eligibility.
[AGENT][NEUTRAL] Yes ma'am, I can help. Oh, just eligibility. OK, yes ma'am, I can help you with that. So first off, what is your patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 02567382.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] 321 71.
[AGENT][NEUTRAL] Thank you. So I do show that he is the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], once we have received and processed the claim, um, we do have a website in which you all should be able to check claim status and have access to the EOB for APL, and our portal website is secured.public.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if I could get the claims address payer ID.
[AGENT][NEUTRAL] Sure, claims mailing address, the claims will be mailed to IMA.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII]. B is 6.
[AGENT][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. Can you hear me?
[CUSTOMER][POSITIVE] Oh, it was going in and out. I'm sorry.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], can you hear me? Hello?
[CUSTOMER][NEUTRAL] I can hear you, but it's going in and out.
[AGENT][NEUTRAL] OK, I don't know what's why it's doing that. Did you hear all of the address and the payer ID?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am. If I can get a reference number for the call.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] All right, thank you so much. Have a great day.
[AGENT][POSITIVE] Well, I hope you do too, and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.