AccountId: 011433970860
ContactId: c90046ee-037c-446a-9f39-6603139243be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271649 ms
Total Talk Time (AGENT): 130721 ms
Total Talk Time (CUSTOMER): 102953 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c90046ee-037c-446a-9f39-6603139243be_20250502T17:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to get eligibility on a member.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Exactly, yes, correct.
[AGENT][POSITIVE] Yes ma'am. I can help you with eligibility and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Yes, it is 02042058.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information provided, [PII] 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].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I do show that he is a subscriber on the supplemental policy. It is active, [PII] with an effective date of [PII].
[AGENT][NEUTRAL] And because this is a supplement to his primary insurance, if a claim is going to be filed with APL, we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that claim status should be able to be checked in and our website for that is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um
[CUSTOMER][NEUTRAL] [PII], how do I spell your name? [PII]?
[AGENT][NEUTRAL] actually it ends in an [PII]
[CUSTOMER][NEUTRAL] OK, and can I have the first initial of your last name? Mhm.
[AGENT][NEUTRAL] And my name.
[AGENT][NEUTRAL] [PII], and my name in today's date will be your call reference number.
[CUSTOMER][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] OK, one last question. Well, two, do you see, um, a group a group number as 24153?
[AGENT][NEUTRAL] Yes, ma'am, I do. Uh-huh.
[CUSTOMER][NEUTRAL] OK, and there is no good name?
[AGENT][NEUTRAL] ICG all capitalized.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you, um, and we have a claims address claims address at [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. OK. Thank you, [PII]. You said your reference, my references to your name and today's date, right?
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[AGENT][NEUTRAL] Mhm. And is there anything else?
[CUSTOMER][NEUTRAL] OK, [PII], it's been a long week.
[AGENT][POSITIVE] I hear you right there, [PII]. It has. I'm so glad today. I love my job, but I am certainly glad today is Friday.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][MIXED] Yes, so am I. I love my job too, but yeah, I, I need a break.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, uh, the weekends are welcomed, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, well I appreciate your help and you have a wonderful weekend.
[AGENT][NEUTRAL] All right, well I.
[AGENT][POSITIVE] Certainly, yes, ma'am, I hope you do too, [PII] and again if that is all I can help you with, thank you so much for calling APL today.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK. You're welcome. Yes, thank you. Bye-bye, [PII]. Bye. Bye.
[AGENT][NEUTRAL] All right. Bye-bye. Uh-huh, yes, ma'am. Bye-bye.