AccountId: 011433970860
ContactId: b9bd3226-cd96-452e-8a69-762ca00cfb92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118500 ms
Total Talk Time (AGENT): 76092 ms
Total Talk Time (CUSTOMER): 22931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/b9bd3226-cd96-452e-8a69-762ca00cfb92_20241231T18:34_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] I'm going to um confirm eligibility for a patient.
[AGENT][NEUTRAL] OK, you do not need benefits, you only need to verify if the policy is active. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 01842240.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And any information that I do provide will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes, she is the subscriber on the supplemental policy and it is active. Effective date is [PII].
[AGENT][NEUTRAL] And because this is a supplement to your primary insurance, [PII], we must have a copy of her primary insurance company's explanation of benefits also along with the claim for review.
[AGENT][NEUTRAL] And then once the claim has been processed by APL, we do have a portal in which you can access the explanation of benefits and check claim status, and that website for our portal is [PII].
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][POSITIVE] Perfect. What was your name?
[AGENT][NEUTRAL] [PII], and my name and today's date will be your call reference number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. You're welcome. So thank you again for calling APL if that's all I can help you with, and I hope you have a great afternoon and a happy New Year.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank