AccountId: 011433970860
ContactId: aaef9985-6d06-4a5b-aaa7-403b229718f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213550 ms
Total Talk Time (AGENT): 102642 ms
Total Talk Time (CUSTOMER): 64296 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/aaef9985-6d06-4a5b-aaa7-403b229718f1_20250528T12:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I'm calling from HSS. I just wanted to verify, uh, patients insurance.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility or eligibility and benefits.
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, where did I put it?
[CUSTOMER][NEUTRAL] I ended up closing it by accident. Give me one second.
[AGENT][NEUTRAL] That's OK, I understand.
[CUSTOMER][NEUTRAL] OK, so it's um 01660259.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] 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] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show, and again, [PII], any information provided will be a verification of benefits and not a guarantee of payment, but I do show that he is the spouse on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with us for him, we will have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] And then once we have processed our claim here we do have a portal that you should be able to check claim status in and the website for that.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] It's located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and is that for like providers as well to check for um.
[AGENT][NEUTRAL] That's for claim status. You can't check eligibility, that's for claim status. Mhm.
[CUSTOMER][NEUTRAL] To check
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] At this time, that's what it's for. OK. Well, is there anything else, [PII], I can help you with this morning?
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Um, do you have a reference number for this call?
[AGENT][NEUTRAL] Yeah, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] [PII] and it's 5:28 2025. Amazing thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you are very welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][POSITIVE] Uh-huh. Thank you. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.