AccountId: 011433970860
ContactId: c925c348-b598-41d9-ad24-948e8a72c3bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242210 ms
Total Talk Time (AGENT): 123883 ms
Total Talk Time (CUSTOMER): 59193 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c925c348-b598-41d9-ad24-948e8a72c3bc_20250107T19:56_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]. My name is [PII]. I'm with the University of Colorado Medicine and I'm calling to check eligibility.
[AGENT][NEUTRAL] OK, dear, you're only needing eligibility and not benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you and what is your callback number?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And then what is the member's policy number?
[CUSTOMER][NEUTRAL] It's 01352770 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And 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] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I do show that he is a cover dependent on this policy.
[AGENT][NEUTRAL] And this policy is active, the supplemental policy is active and it has an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect. Can you confirm that [PII]? Sorry.
[AGENT][NEUTRAL] And there
[AGENT][NEUTRAL] Oh, I'm sorry. No, ma'am. Go ahead. I'm sorry. I was still just blabbing along. Go ahead.
[CUSTOMER][NEUTRAL] Sorry about that. I didn't mean to cut you off. Can you confirm that [PII] is the subscriber?
[AGENT][NEUTRAL] Your name
[AGENT][NEUTRAL] Ah.
[AGENT][POSITIVE] Yes, he is. That is correct.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And I was just gonna give you two additional pieces of information when the client if you also submit a claim to a PO for review, we will have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] And then once we have processed the claim with APL you can create a profile in our portal by going to [PII] and that would give you access to the claim status with APL and the EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was that website again?
[AGENT][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, we'll have to create an account on there.
[AGENT][NEUTRAL] Yes ma'am, uh huh, once the claim has been processed, you should be able to create a profile and access the EOB.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And did you have an additional question for me?
[CUSTOMER][NEUTRAL] Um, no. Can I get a reference number or username as a reference?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date as your call reference number.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII] and the first initial to my last name there if you need that is an [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. I hope you have a good day.
[AGENT][POSITIVE] Well, thank you so much. I hope you do too. Thank you again for calling APL if that's all I can help you with.
[CUSTOMER][POSITIVE] Yes, that's it thank you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.