AccountId: 011433970860
ContactId: b13de3cd-c15f-44d2-b116-459fe6307994
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238570 ms
Total Talk Time (AGENT): 133120 ms
Total Talk Time (CUSTOMER): 76318 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b13de3cd-c15f-44d2-b116-459fe6307994_20250603T16:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm not sure if I'm in the right department, so I'm calling from a hospital. I have a patient, um, that has what's called an American public life um policy, and I just needed to find out if it's active.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you're just needing to get eligibility for a member, is that correct?
[CUSTOMER][POSITIVE] Yes please mhm.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's a direct line [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] I have 1484326.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that is provided 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] His name is [PII]. [PII]. Now I don't know if all those names are on the policy, but.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so he is the spouse of the subscriber. Now, the policy number that you gave me, that is an old policy number that's no longer active. It actually turned [PII], but they do have another policy that is active with a different number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the current active policy is going to be 0212.
[AGENT][NEUTRAL] 3551.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it has an effective date of [PII] and it is still active.
[CUSTOMER][POSITIVE] OK perfect all right and uh for I'm sorry, go ahead.
[AGENT][NEUTRAL] No, cause, now, uh-huh.
[AGENT][NEUTRAL] No, ma'am, go ahead with your question.
[CUSTOMER][NEUTRAL] Um, for hospital services, um, do we just submit the claim, um, to you, or do we submit it to the patient and then they file directly?
[AGENT][NEUTRAL] OK, so you all may file it for them because this is, and I was gonna explain this to you because this is a supplement to the primary insurance, but when the claim is submitted to us for review, we will also have to have you include a copy of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As well and then once our claim has been reviewed here at APL we do have a portal, [PII], that you should be able to check claim status in.
[AGENT][POSITIVE] And the website that our portal is located at is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right, and then if you could just provide me your name once again with a call reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. My name in today's date will be your call reference number and again my name is [PII].
[CUSTOMER][POSITIVE] [PII], I think I said in the beginning but I don't remember so sorry alright well thank you so much for your time I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK. I understand.
[AGENT][POSITIVE] Absolutely, [PII]. You're very welcome. It was my pleasure. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, not at this time you've been great thank you.
[AGENT][POSITIVE] OK, well thank you for saying that. It was my pleasure and thank you again for calling APL. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.