AccountId: 011433970860
ContactId: bc4cccdd-71c3-41c5-8b3c-2086c5059c85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181639 ms
Total Talk Time (AGENT): 87768 ms
Total Talk Time (CUSTOMER): 47172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/bc4cccdd-71c3-41c5-8b3c-2086c5059c85_20250508T18:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling today from Baptist Hospital to verify eligibility.
[AGENT][NEUTRAL] Hey, [PII], you're needing eligibility. Is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It's 02443496 NL 8.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] And any information, [PII], 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 please and their date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well, I do show that he is the spouse of the subscriber on the supplemental policy, [PII], and yes, ma'am, it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And if you all will be filing a claim with us for him, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check his claim status and the website for that portal is secured.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And can you also [PII] verify the group number or provide the group number for this patient?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The group number for him is 23755.
[CUSTOMER][NEUTRAL] And it's through company Integra, is that correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alright, perfect. [PII] for documenting, can I also get the first initial of your last name?
[AGENT][NEUTRAL] [PII], and my name in today's date will be your call reference number if you need one.
[CUSTOMER][POSITIVE] Thank you again for your time. I appreciate it. Have a lovely afternoon.
[AGENT][POSITIVE] Oh, well, you're yes ma'am, you too, and again thank you for calling APL if that is all I can help you with. I hope you have a great afternoon as well.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.