AccountId: 011433970860
ContactId: be5b7c56-e66e-4426-b231-41559cedab55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255350 ms
Total Talk Time (AGENT): 148027 ms
Total Talk Time (CUSTOMER): 150408 ms
Interruptions: 7
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/be5b7c56-e66e-4426-b231-41559cedab55_20250103T14:10_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] Hey [PII], my name is [PII]. I'm calling. I have an insurance card here for a patient that's coming in on Monday and it was one that we're not contracted through our RTE or real-time eligibility, so I just have to call to see if his plan is active.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, you're just needing to verify the member has an active policy camera. Is that correct? Yes, sir, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My direct line is gonna be [PII].
[AGENT][POSITIVE] Thank you. And then the policy number please for the member.
[CUSTOMER][NEUTRAL] Yes, so I have that policy slasher number as 01881692.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] second.
[CUSTOMER][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, do do do do do, that would be good information you need, isn't it?
[AGENT][POSITIVE] It will be helpful.
[CUSTOMER][NEUTRAL] It is, I have his name as [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. So I do show that he is the subscriber on the supplemental policy. This supplemental policy is active, effective for 12,020.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] And then [PII], because it is a supplement to his primary insurance, when the claim is submitted to APL for review, we will have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then we do have a portal which claim status can be checked for the claim with APL by going to [PII].
[CUSTOMER][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and is that does that need a log in or anything?
[AGENT][NEUTRAL] You would set up your mhm you will create a username and a password.
[CUSTOMER][NEUTRAL] It's not here, um, that's $29.71.
[AGENT][NEUTRAL] For that,
[AGENT][NEUTRAL] But there's not any type of special code. You'll just select new user. I'm a medical or dental provider, and then walk through the steps and filling, just filling in the requested information.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'll look into it and see they they've got so many random blocks up on us where when I was trying to create a bunch of the web encounters for it, I can go through the process and do a user name and password, but then it sends it to management for approval and then I never get the approval from somewhere and I'm, I don't know what's going on with it.
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I got you. Uh, OK. Well, and that, you know, with an internal thing that for you all that may be the case, but in, you know, should you be able to set it up, it's helpful in being able to access the EOBs and print them yourself for sure if we have to claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Yeah, so you said it's um it's www.secure. OK, so just secure.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, there's no W's. Just type in [PII], yes.
[CUSTOMER][NEUTRAL] OK, I'm gonna put in parentheses no WW because.
[AGENT][NEUTRAL] Yup. No, don't put any of that.
[CUSTOMER][NEUTRAL] I will do that.
[CUSTOMER][POSITIVE] Alright well I thank you so much for that information so it became active on [PII]. It's currently to get it is his secondary though, OK, because they had that flip they had y'all as primary so I'm gonna fix that.
[AGENT][NEUTRAL] Well you
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] No, we would not, we are, we are not a major medical carrier, so we would not be primary.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Perfect. Well thank you for that information. I'm gonna make sure to notate that in the document section where his card is as well.
[AGENT][NEUTRAL] Well you're very
[AGENT][NEUTRAL] OK. Well, is there anything else, [PII] I can help you with today?
[CUSTOMER][POSITIVE] I think that is it, but I hope you have a wonderful year.
[AGENT][POSITIVE] I hope you do too, and thank you again for calling APL and have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye now.
[AGENT][POSITIVE] Uh, you're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Please put it.