AccountId: 011433970860
ContactId: c3b4c936-f857-498b-8081-bb06fab5b3b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202479 ms
Total Talk Time (AGENT): 104791 ms
Total Talk Time (CUSTOMER): 52685 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c3b4c936-f857-498b-8081-bb06fab5b3b7_20250217T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, my name's [PII], and I'm calling from Vandy's Medical Center in [PII]. Um, I was just calling to verify the eligibility of a patient that we've recently seen.
[AGENT][NEUTRAL] OK, so you just need to verify eligibility, not benefit information as well. Is that correct? OK, yes ma'am. I can help, I can help you with this. Now, we do not have a very good connection. It almost sounds like you're underwater on my end. I don't know, it could be my, I'm not sure. But could you please give me your first name again?
[CUSTOMER][POSITIVE] Correct, correct, yep.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][NEUTRAL] Yep, it's [PII]
[AGENT][POSITIVE] OK, [PII]. Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Um, it would be 02275889 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, [PII], any information 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 and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], uh, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I did she say that she is a subscriber on this supplemental policy, and this supplemental policy [PII] is active, effective [PII].
[CUSTOMER][POSITIVE] OK perfect that is all I need.
[AGENT][NEUTRAL] And when, yes, ma'am, and just a couple of additional things, [PII]. When you all submit the claim to APL for review, we must also have a copy of her primary insurance company's explanation of benefits as well along with the claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh correct.
[AGENT][NEUTRAL] And then once we've processed our claim here at APL we do have a portal in which you should be able to check claim status for us and print our EOB and our portal website for that is secured. [PII].
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Well I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. OK perfect.
[AGENT][NEUTRAL] Yes. All right. Well, can I help you with anything else this morning, [PII]?
[CUSTOMER][NEUTRAL] No that was all I needed.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you so much, bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.