AccountId: 011433970860
ContactId: b90aeb6d-4380-451f-8367-29d3d764ed1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138050 ms
Total Talk Time (AGENT): 80720 ms
Total Talk Time (CUSTOMER): 33662 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b90aeb6d-4380-451f-8367-29d3d764ed1f_20250416T18:41_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] She going
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Suma Health Systems. I'm calling to check the eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility and not benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] I have 1,125,840.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. What was, I'm sorry, what was the date of birth one more time?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on the supplemental policy and it is active, [PII]. The effective date on it is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you all will be filing a claim, if there's a way to make a note that we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we process our claim we have a portal that you should be able to send rather check claim status for our.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Review by going to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, all right, [PII], I appreciate your help thank you.
[AGENT][POSITIVE] Well, you're certainly welcome. Yes, ma'am. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it. I appreciate it thank you.
[AGENT][POSITIVE] Well, you're, you're welcome. And again, thank you for calling APL. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank you. You too. Bye bye.