AccountId: 011433970860
ContactId: c43b08f9-3f3d-40de-ae6d-50ac638954e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164889 ms
Total Talk Time (AGENT): 86358 ms
Total Talk Time (CUSTOMER): 36250 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c43b08f9-3f3d-40de-ae6d-50ac638954e1_20250203T20:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Doctor [PII]'s office. I just needed to check eligibility on a patient, please.
[AGENT][NEUTRAL] OK, [PII], you do not need benefits. You only need eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your callback number please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 02359601.
[AGENT][NEUTRAL] OK thank you one moment while I get the number's information pulled up please.
[CUSTOMER][NEUTRAL] Sure, and can I have your name one more time? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you.
[AGENT][POSITIVE] Mhm. You're welcome.
[AGENT][NEUTRAL] And any information, [PII] that I did provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that she is the spouse of the subscriber on the supplemental policy, [PII], and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you all are going to be filing a claim with us for review, we will also have to receive a copy of her primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then once we've processed our claim, we do have a portal that you should be able to check claim status in and our portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much. Is there a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, you will actually use my name along with today's date, [PII], and if you need the first initial to my last name, it is [PII].
[CUSTOMER][POSITIVE] OK, sounds great. Thank you so much. Have a great day.
[AGENT][POSITIVE] OK. You're very welcome and thank you for calling APL. I hope you have a great afternoon also.
[CUSTOMER][POSITIVE] Thanks. Bye bye.
[AGENT][NEUTRAL] Mhm bye bye.