AccountId: 011433970860
ContactId: b38186ef-1557-4061-98c1-777bb70a340d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214860 ms
Total Talk Time (AGENT): 105089 ms
Total Talk Time (CUSTOMER): 61759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b38186ef-1557-4061-98c1-777bb70a340d_20250227T18:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Ascension Saint John Medical Center in [PII], and I was just hoping to try and verify eligibility for a patient that's seen in our ER.
[AGENT][NEUTRAL] OK, and you're needing to verify eligibility. You do not need benefits, just the eligibility, is that correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yes, yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that. And did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I'm sorry. OK, [PII], thank you. And your callback number please?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you and then the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Uh, the policy number is 02156245.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry [PII], did you say you do or do not need benefits?
[CUSTOMER][NEUTRAL] Um, no, I, I shouldn't need any benefits. Thank you very much.
[AGENT][POSITIVE] OK, all right. No, you're welcome.
[AGENT][NEUTRAL] And any information that I do provide for you would be a verification of benefits and not a guarantee of payment. So what is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh it's to me too.
[AGENT][NEUTRAL] OK, so I do show that [PII] is a dependent on this policy and this supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], if you all are going to be filing a claim with us, um, you will also need to submit the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL, we do have a portal that you should be able to check claim status in and also have access to the EOB for APL and our website for that is [PII].
[CUSTOMER][NEUTRAL] Every day
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, I believe you've got it. Um, if you have a reference number for the call, I think that would be the last thing.
[AGENT][NEUTRAL] OK, you would just use my name along with today's date and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] And today's date? perfect thank you very much, [PII] you've been a great help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Well, you are, well, you, it was my pleasure. So thank you again, [PII] for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you.