AccountId: 011433970860
ContactId: a1e9616c-fc9c-4761-af08-6d87e6a17730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171699 ms
Total Talk Time (AGENT): 79791 ms
Total Talk Time (CUSTOMER): 39859 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a1e9616c-fc9c-4761-af08-6d87e6a17730_20250122T13:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII], this is [PII] calling from Washington University School of Medicine. I'd like to verify your patient's eligibility please.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility and not benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII] is a direct confidential line.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 01742620.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and [PII] and the information 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 their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that he is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], if you all will be submitting a claim for us, to us rather for review, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim.
[AGENT][NEUTRAL] We do have a portal in which claim status could be checked by going to [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you so much. I did have that up. I guess I need to uh register for that account. I couldn't pull it up. All right, well thank you I appreciate your help and time.
[AGENT][POSITIVE] All right. Oh, you're welcome.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. It was my pleasure. So if that's all I can help you with, and thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Yes ma'am, and thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.