AccountId: 011433970860
ContactId: a322e8eb-d1b4-45bc-a3c2-13f3ba014d80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130380 ms
Total Talk Time (AGENT): 60190 ms
Total Talk Time (CUSTOMER): 44891 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a322e8eb-d1b4-45bc-a3c2-13f3ba014d80_20250623T20:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling to, um, I guess verify eligibility and I'm not really sure how this insurance would work.
[AGENT][NEUTRAL] You call to verify benefits and eligibility for a place of service for insured.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh huh my name is [PII]. My call back [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What is the member's policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It is 02449885.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. This is a secondary insurance that has been active since [PII] and it's currently active. Are you calling about inpatient, outpatient office visits?
[CUSTOMER][NEUTRAL] It's an outpatient, please.
[AGENT][NEUTRAL] The member has outpatient benefits?
[AGENT][NEUTRAL] Of $2000 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage and [PII], the member has not utilized any of their benefits for [PII].
[CUSTOMER][NEUTRAL] OK, do we need like prior authorization or anything like that?
[AGENT][NEUTRAL] Oh, just make sure you send it along with the claim, you send the ELB from the primary insurance company.
[AGENT][NEUTRAL] Showing what went towards the deductible co-pay and the co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] OK, I think that's all I needed um.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, if is there a reference number or just today's date?
[AGENT][NEUTRAL] We don't provide reference numbers. However, you can use my name in today's date as a reference, [PII]. It's [PII]'s [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, OK, that's all I needed thank you for your help.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.