AccountId: 011433970860
ContactId: b392bc46-2429-4495-8e3b-22a0d67722f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172789 ms
Total Talk Time (AGENT): 91676 ms
Total Talk Time (CUSTOMER): 42557 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b392bc46-2429-4495-8e3b-22a0d67722f2_20250522T12:14_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] Good morning [PII]. My name is [PII]. I'm calling from Novat Health. I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], so you're needing to verify only eligibility and not benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] And that number that we have, it is 02093564.
[AGENT][NEUTRAL] OK, [PII], thank you one moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any information [PII] that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and the date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that she is the spouse of the subscriber on the supplemental policy, [PII], and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim for her with APO when the claim is submitted to us, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then once we have processed our claim here we do have a portal in which you should be able to check our claim status and that website for us is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, and with that being said, is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am, you would reduce my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, well
[CUSTOMER][POSITIVE] Alright [PII], thank you.
[AGENT][POSITIVE] All right. Well, you're welcome and is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much.
[AGENT][POSITIVE] Well, you're certainly very welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.