AccountId: 011433970860
ContactId: c1cff685-1417-4a3f-ab7a-ed2332ade93b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163300 ms
Total Talk Time (AGENT): 85729 ms
Total Talk Time (CUSTOMER): 41484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c1cff685-1417-4a3f-ab7a-ed2332ade93b_20250619T15:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. My name is [PII]. I'm calling on behalf of Boer Health Core Springs Hospital, and I was just calling to verify patient benefits to see if she's still, um, active with you guys.
[AGENT][NEUTRAL] OK, [PII], so you need eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Just, just eligibility.
[AGENT][POSITIVE] OK, yes, I can help you with that. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, 02453458 the letter M, the letter L number 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And [PII], the information provided will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So I do show that she is a subscriber on the supplemental policy and yes ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if there's a way that you can make a note of just a couple of additional things, um, if a claim is going to be filed with us on this policy, we will have to have a copy of her primary insurance explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have our portal that you should be able to check claim status in and the website for that portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] All right. Well, is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.