AccountId: 011433970860
ContactId: b8f7f452-b936-411a-b689-2e0c0706caa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207649 ms
Total Talk Time (AGENT): 121224 ms
Total Talk Time (CUSTOMER): 53637 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b8f7f452-b936-411a-b689-2e0c0706caa9_20250605T14:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII] calling from Lexington Medical Center. I need to verify eligibility please.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility only but not benefits. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], how do you spell your [PII]?
[CUSTOMER][NEUTRAL] Uh, with [PII].
[AGENT][NEUTRAL] OK, and mine's [PII].
[AGENT][NEUTRAL] OK, so, yes, ma'am. Uh-huh, and I can help you with the eligibility. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] See, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] I have a 02462911.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And any information, [PII] that I do provide for you today 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] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that, and again, any information provided first off will be a verification of benefits and not a guarantee of payment. I do show that she is the spouse of the subscriber on the supplemental policy, [PII], and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just a couple of the
[CUSTOMER][POSITIVE] And it's just a supplement. I'm sorry.
[AGENT][NEUTRAL] Yes, yes. This is a supplement to the primary to their primary insurance.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So if you all are going to be filing a claim with us on this policy, we will also have to receive a copy of the primary insurance company's explanation of benefits along with the claim for review and then once we have processed the claim here at APL, we do have a portal that you should be able to check the claim status in.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Look here, OK, and so do we need pre-cert?
[AGENT][NEUTRAL] No, ma'am. There is no prior authorization with the supplemental policy. Correct.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][POSITIVE] OK, alrighty, thank you so much. I really appreciate that.
[AGENT][POSITIVE] All right, well, you're welcome. Yes, ma'am, you're certainly welcome, [PII]. Absolutely. Can I help you with anything else today?
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be all for today.
[AGENT][POSITIVE] OK, well then, thank you again for calling ATL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Alright bye you bye bye.
[AGENT][NEUTRAL] Bye-bye.