AccountId: 011433970860
ContactId: b5e11d66-92d8-4023-ad56-569d17b80830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182919 ms
Total Talk Time (AGENT): 105291 ms
Total Talk Time (CUSTOMER): 37181 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b5e11d66-92d8-4023-ad56-569d17b80830_20250522T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. um, I just need to verify um if a patient has coverage or not.
[AGENT][NEUTRAL] OK, you're just needing to verify if a policy is active. Is that correct? Yes, ma'am, I, I can help you with that and who am I speaking with, please?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], if you need the last name, um, first initial to my last name, it's [PII]. And what is a good call back? You're welcome. What is a good callback number for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, [PII] excuse me, [PII].
[AGENT][NEUTRAL] OK, that was [PII] option 0?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 02564255.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show and again any information provided will be a verification of benefits and not a guarantee of payment. I do show that Miss [PII] is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], because this is a supplement to her primary insurance, if you all file a claim with us for her, we will have to have a copy of her primary insurance company's explanation of benefits as well. 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 the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's all I needed. Um, is there a reference for our call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII] have a good day.
[AGENT][POSITIVE] Well, I hope you have a great day too, [PII], and thank you again for calling APL if that's all I can help you with.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.