AccountId: 011433970860
ContactId: a90d1c61-06ab-43cd-bdf4-f68b9a5a7c71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185100 ms
Total Talk Time (AGENT): 100337 ms
Total Talk Time (CUSTOMER): 86747 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a90d1c61-06ab-43cd-bdf4-f68b9a5a7c71_20250606T13:53_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] Hey [PII], this is [PII] with Pont Augusta Hospital. I'm calling to verify, uh, eligibility on [PII].
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility and not benefits. Is that correct?
[CUSTOMER][POSITIVE] No, just as eligibility that's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]. Hey, uh, [PII], what's our callback number?
[CUSTOMER][NEUTRAL] Oh totally would bring in with it [PII] I mean [PII] sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's right. That brings correctly to my booth.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is the member's policy number?
[CUSTOMER][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] The member's policy number is 02356134.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome thank you.
[AGENT][NEUTRAL] Uh, certainly.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And [PII], 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 and date of birth?
[CUSTOMER][NEUTRAL] Uh name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And you did say your name was [PII], right?
[AGENT][NEUTRAL] Yes, uh-huh, I did.
[CUSTOMER][POSITIVE] OK thank you I'll make sure I heard you right.
[AGENT][POSITIVE] You're welcome, you did.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so [PII], any information that is provided will be a verification of benefits and not a guarantee of payment. I do show that he is the subscriber on the supplemental policy and yes ma'am, it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] here
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just a couple of addition.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Correct, and just a couple of additional pieces of information, [PII], if you all will be filing a claim with us for him when the claim is submitted to us for review, we will also have to have a copy of his primary insurance company's explanation of benefits.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that would be by through, um, our benefits. Yeah, we don't do any of that other than verify the fact that he has coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then do you have a way of making a note about our portals so they could check claim status?
[CUSTOMER][POSITIVE] Yes, I'm actually doing it right now on the um where I'm at.
[AGENT][NEUTRAL] The online service center, the [PII].
[CUSTOMER][NEUTRAL] No, that's not where I'm at. I'm on my our web where I have to go to to to to do our, our field where we fill it in where you've got the eligibility.
[AGENT][NEUTRAL] Oh, OK. And then,
[CUSTOMER][NEUTRAL] That's all we call for we don't, yeah.
[AGENT][NEUTRAL] OK, and so if that is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, but thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] Well, you're certainly welcome and thank you for calling ATO [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too now bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.