AccountId: 011433970860
ContactId: c5593f3e-6ca5-42d7-b82c-2eada5114563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163029 ms
Total Talk Time (AGENT): 87867 ms
Total Talk Time (CUSTOMER): 32751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c5593f3e-6ca5-42d7-b82c-2eada5114563_20250213T19:05_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 [PII], this is [PII]. I'm calling from Lexington Medical Center, and I need to check a patient's eligibility, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], do you also need benefits or strictly just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you. And [PII], do you spell your first name with a [PII] or a [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And the patient's policy number, please?
[CUSTOMER][NEUTRAL] 02462910
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to see if the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any information [PII] 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 their date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is the subscriber on this policy and this supplemental policy is active, [PII].
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][NEUTRAL] And then, yes, ma'am, and just a couple of additional things [PII] because this is a supplement to her primary insurance, when the claim is submitted to APO for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL you should be able to check claim status by going to secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, that'd be all.
[AGENT][POSITIVE] Thank you very much then for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.