AccountId: 011433970860
ContactId: ba514682-ce03-4602-8c54-e0e7dcf5fcf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192789 ms
Total Talk Time (AGENT): 100796 ms
Total Talk Time (CUSTOMER): 45261 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ba514682-ce03-4602-8c54-e0e7dcf5fcf6_20250312T13:59_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. Hi, my name is [PII]. I'm calling from Ashner Health System, and I was calling to verify a patient's insurance. I'm not sure if I received got to the right place.
[AGENT][NEUTRAL] OK, [PII], so
[AGENT][NEUTRAL] OK, are you needing to verify eligibility only or eligibility and benefits?
[CUSTOMER][NEUTRAL] Eli eligibility only.
[AGENT][NEUTRAL] OK. Yes, ma'am, [PII]. I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] I have 1265656.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] And any information that I provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on the supplemental policy, [PII], and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you all will be filing a claim with us for him, we will also need for you to include a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed.
[CUSTOMER][NEUTRAL] And what's the claim address?
[AGENT][NEUTRAL] OK, and then once we process our claim, I'll give you that in just one moment. We do have a portal that you all should be able to check claim status in and our portal website is secured. [PII].
[AGENT][NEUTRAL] And the claim's mailing address is [PII].
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, I said I have [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright thank you very much I appreciate it.
[AGENT][POSITIVE] Well, you're certainly very welcome. And can I help you with anything else this morning?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK [PII], well thank you again then for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Same to you, thank you. Have a great day as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.