AccountId: 011433970860
ContactId: b08d940e-fa6f-481a-87a7-0c235081ff72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275910 ms
Total Talk Time (AGENT): 130132 ms
Total Talk Time (CUSTOMER): 72819 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/b08d940e-fa6f-481a-87a7-0c235081ff72_20250521T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Very good morning, Ms. [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine, and yourself?
[CUSTOMER][POSITIVE] I'm pretty good, ma'am. Thanks for asking me. Uh, can you just help me out with the patient's eligibility and the plan type, please?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK, you're just needing to get eligibility information for a member, is that correct in the plan type?
[CUSTOMER][POSITIVE] And that, that's perfect.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, you're speaking with [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]? Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's my initial, initial. My name is [PII]
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Yes, OK, thank you, and your callback number please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Uh, it starts with 023446.
[CUSTOMER][NEUTRAL] 14 M as in Mary, L as in Lima number 8.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so right, any information that is provided will 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] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] with the date of birth, [PII].
[AGENT][POSITIVE] Thank you. So I do show that she is a subscriber on the supplemental policy.
[AGENT][NEUTRAL] And this supplemental policy is active, effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], if you all will be filing.
[CUSTOMER][POSITIVE] Perfect. And the plan type is?
[AGENT][NEUTRAL] Supplemental medin.
[CUSTOMER][NEUTRAL] OK. Like there is no alphabetic plan, right?
[AGENT][NEUTRAL] That is correct. We're not a major medical insurance company.
[CUSTOMER][NEUTRAL] Oh, OK. No issue. And uh who is your primary insurance name?
[AGENT][NEUTRAL] Are you asking who the, who Ms. [PII]'s primary carrier is?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] According to our records for her employer, it's Florida Blue, but you would have to reach out to the member to verify that and to get any detailed information on the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I sure with it. Uh, give me just your name and the reference number, please.
[AGENT][NEUTRAL] Yes, my name again is [PII], and you would use my name along with today's date as a call reference number. And if you all would be filing a claim with us right uh for this number.
[AGENT][NEUTRAL] We will have to have a copy of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Along with the claim for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check our claim status and that portal website that you would go to is located at secured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's perfect that this website is only for claims, right?
[AGENT][NEUTRAL] Uh, yes, that is for checking claim status. Yes, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, perfect, no issue with that. Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, again, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's correct, ma'am.
[CUSTOMER][POSITIVE] No, that's pretty good help, ma'am. Thank you so much for this help, by the way. It's really nice to talk with you, Ms. [PII]. Take care and have a wonderful day.
[AGENT][POSITIVE] Oh, well, it was nice. Yes, you too, [PII], and thank you again for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too, ma'am. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.