AccountId: 011433970860
ContactId: c72f68c6-2b56-4700-8427-7eb41862f618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204610 ms
Total Talk Time (AGENT): 91705 ms
Total Talk Time (CUSTOMER): 41433 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c72f68c6-2b56-4700-8427-7eb41862f618_20250516T20:17_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] Hey, my name is [PII]. I'm calling from Me first and [PII]. We have a patient that came in with the insurance, and I was just calling to see if it was active and if so, um.
[CUSTOMER][NEUTRAL] What order is this, like it is the primary insurance?
[AGENT][NEUTRAL] OK, [PII], so you're needing to get eligibility on a member and find out what type of policy this is.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That they have. Yes, ma'am, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It is 02624828.
[AGENT][NEUTRAL] OK, [PII], thank you. Give me a moment please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any information [PII] that I do 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] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], so again any information provided will be a verification of benefits and not a guarantee of payment. I do show in the thoughts is the subscriber on this policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], this is not major medical insurance. This policy is a hospital indemnity limited benefit plan.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] And if you all end up filing a claim with us for her once the claim has been processed, [PII], we do have a portal in which you should be able to check the claim status in and our website for that is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Um, I don't think so. Thank you though.
[AGENT][POSITIVE] Well, you're certainly welcome and thank you again for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm bye.