AccountId: 011433970860
ContactId: ae4b590d-5c6f-4f3a-8915-0068f42f5b4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147199 ms
Total Talk Time (AGENT): 77540 ms
Total Talk Time (CUSTOMER): 35034 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/ae4b590d-5c6f-4f3a-8915-0068f42f5b4e_20250313T15:28_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for eligibility on behalf of a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not also need benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is your callback number, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 1066938.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] I do show that he is a subscriber on the supplemental policy and this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] And if you all will be filing a claim with us for him on this policy, then we will also need to receive a copy of the primary insurance company's explanation of benefits as well along with the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once the claim has been processed by APL we do have a portal in which you should be able to check claim status [PII] by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] And can I, you're welcome. And can I help you with anything else today?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.