AccountId: 011433970860
ContactId: a9be7fb7-979d-4f5b-a79a-6dc22c382259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210360 ms
Total Talk Time (AGENT): 100697 ms
Total Talk Time (CUSTOMER): 92982 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a9be7fb7-979d-4f5b-a79a-6dc22c382259_20250227T14:56_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to have a call. I'm trying to get eligibility for a patient.
[AGENT][NEUTRAL] I'm so sorry. I cannot understand you.
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Yeah, I'm calling from Holy Cross Hospital. I'm trying to um get eligibility for a patient.
[AGENT][NEUTRAL] OK, you're needing eligibility. Is that correct? But not benefits? Only eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I just need to know if they're active or not.
[AGENT][NEUTRAL] Sure, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] And it's [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, [PII], I'm so sorry. I'm not sure what your voice is very muffled and I'm having extreme difficulty understanding you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, OK, hold on.
[CUSTOMER][NEUTRAL] It is [PII] and that's a direct line.
[AGENT][NEUTRAL] [PII]. OK, thank you. And the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, it's 021-967-80 M as in Mary, L as in Lima 7.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then I can.
[AGENT][NEUTRAL] OK, 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 your patient's name please and your date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, it's [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So I do show that he is a subscriber on the supplemental policy, and the supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with APL for him, we will also have to receive a copy of his primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] From.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APO we do have a website in which you should be able to check claim status.
[AGENT][POSITIVE] And have access to our EOB and our website for the portal is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and can I get your name and a reference number for this call?
[AGENT][NEUTRAL] Yes, again, my name is [PII], and my name and today's date will be your call reference number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that is all I can help you with today, [PII], thank you again for calling APO and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you as well.
[AGENT][POSITIVE] Uh-huh, thank you very much