AccountId: 011433970860
ContactId: a9aa82d1-68ef-4112-a29a-73723ab0bf3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193220 ms
Total Talk Time (AGENT): 103133 ms
Total Talk Time (CUSTOMER): 30436 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/a9aa82d1-68ef-4112-a29a-73723ab0bf3e_20250414T17:30_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, I was just calling to check member eligibility.
[AGENT][NEUTRAL] OK, you're only needing eligibility information. You do not also need benefits, is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] Yes ma'am, I can help you and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 01954452
[AGENT][NEUTRAL] Thank you, one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], any 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] OK, so I do say she is a, um, dependent on this.
[AGENT][NEUTRAL] Supplemental policy and yes ma'am, it is act with an effective date of [PII].
[AGENT][NEUTRAL] Now if you all will be filing a.
[CUSTOMER][POSITIVE] OK, great, and can
[AGENT][NEUTRAL] Playing with us.
[AGENT][NEUTRAL] Um, for her, just a couple of additional pieces of information because this is a supplement to her primary.
[AGENT][NEUTRAL] Insurance when the claim is submitted to us for review, you also have to have a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL, we do have a portal in which you all should be able to check claim status and that website for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Again, that's [PII].
[CUSTOMER][NEUTRAL] OK, great, and could I get a reference number?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date.
[AGENT][NEUTRAL] And is there anything else, [PII] I can help you with today?
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well, you're welcome. Can I help you with anything else?
[AGENT][POSITIVE] Right. Well, thank you very much ma'am for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] No, that is all I needed.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.