AccountId: 011433970860
ContactId: bc52b54b-e054-494b-85f3-b98b0de71672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196190 ms
Total Talk Time (AGENT): 96115 ms
Total Talk Time (CUSTOMER): 72269 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/bc52b54b-e054-494b-85f3-b98b0de71672_20250523T19:12_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII]. I'm just calling to verify eligibility on a patient if I could please.
[AGENT][NEUTRAL] OK, [PII], you're only meeting eligibility. You do not need benefits as well, is that correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, no, ma'am, because that the patient has the primary insurance.
[AGENT][POSITIVE] OK, yes, I can.
[AGENT][POSITIVE] Sure, I can help you with that. And [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII] and then my extension is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] I have 02189208 M as in Monday, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And any information to [PII] that I do provide for you will 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] Yes, ma'am. It's uh [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name I'll spell also. It's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much. So I do show that she is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And to wanted just a couple of additional pieces of information because it is a supplement to our primary insurance, we will have to have a copy of the primary insurance EOB with the claim for review.
[AGENT][NEUTRAL] And then once we have
[CUSTOMER][NEUTRAL] OK, let me make sure I note that too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Once we have processed the claim here at APL we have a portal in which you should be able to check her claim status in for us, and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah that
[CUSTOMER][NEUTRAL] [PII]. OK, got it. OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, I think that's all I needed then you said your name was [PII]? I'm sorry.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, I did, and you would use my name along with today's date.
[AGENT][NEUTRAL] If you need a call reference number.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much, dear. You have a great weekend.
[AGENT][POSITIVE] Well, I hope you have a wonderful weekend too if that is all I can help you with and thank you again for calling APL and I've enjoyed speaking with you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][POSITIVE] Thanks, [PII]. Bye-bye.