AccountId: 011433970860
ContactId: bbf372a7-402f-4322-9736-41b8ef052620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257260 ms
Total Talk Time (AGENT): 103510 ms
Total Talk Time (CUSTOMER): 71960 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/bbf372a7-402f-4322-9736-41b8ef052620_20250403T12:52_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] Hi [PII], my name is [PII]. I'm calling from Millennium Physician Group trying to get an authorization, trying to get eligibility on one of our members.
[AGENT][NEUTRAL] OK, [PII], your voice cut out just a little bit. Did you say you were needing eligibility for a member?
[CUSTOMER][NEUTRAL] Eligibility, yeah.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII].
[CUSTOMER][NEUTRAL] The member I
[AGENT][NEUTRAL] First off, what is your callback number?
[CUSTOMER][NEUTRAL] Oh, the callback number is um.
[CUSTOMER][NEUTRAL] Let me check, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 022854
[CUSTOMER][NEUTRAL] 5 ML 8.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, so we're missing a number somewhere you said you had given me 0228545 was the first part of that number, is that correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's 86545.
[AGENT][NEGATIVE] It's missing a number.
[CUSTOMER][NEUTRAL] I'll repeat it. 022.
[CUSTOMER][NEUTRAL] 86545 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show she is a dependent on the supplemental policy, [PII], and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And because this is a supplement to her primary insurance when a claim is submitted to APL for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal [PII] in which you should be able to check claim status in for us by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does she have a copay or co-insurance with you guys?
[AGENT][NEUTRAL] We are not a major medical carrier. This is strictly a supplemental policy to her primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And is there a reference number?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Great. Have a great rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I