AccountId: 011433970860
ContactId: ca3326c1-e989-49f0-8615-5c78eae66604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259850 ms
Total Talk Time (AGENT): 105119 ms
Total Talk Time (CUSTOMER): 92400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ca3326c1-e989-49f0-8615-5c78eae66604_20250521T18:03_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, [PII]. This is [PII] calling from the provider's office to check on members' medical eligibility.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility only, 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] It is [PII].
[CUSTOMER][NEUTRAL] [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number that you're calling about?
[CUSTOMER][NEUTRAL] Sure. Uh, the policy ID is 022.
[CUSTOMER][NEUTRAL] 67766 M as in Mike L as in Lima 7.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], could you please provide me your last name and initial?
[AGENT][NEUTRAL] [PII], and yours?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And [PII], any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. The patient's first name is [PII].
[CUSTOMER][NEUTRAL] And the initial is [PII], and the last name is Case, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So I do show that she is a subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim for this member with APL you will also need to include a copy of her primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed the claim here we do have a portal in which you should be able to check our claim status in and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for that information, [PII]. May I know if there is any termination date of the policy?
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[AGENT][NEUTRAL] I'm so sorry, what was your question?
[CUSTOMER][NEUTRAL] Is there any termination date of the policy?
[AGENT][NEUTRAL] No, ma'am. This policy is active.
[CUSTOMER][NEUTRAL] OK, thank you for that information. Could you please confirm, uh, is there any group name or group number?
[AGENT][NEUTRAL] The group number is 15372.
[AGENT][NEUTRAL] The group name is [PII], there he is, Rick Case Enterprises.
[CUSTOMER][NEUTRAL] Is there any group name?
[CUSTOMER][NEUTRAL] We enterprises.
[CUSTOMER][NEUTRAL] It is R I C R C A S A K Enterprises, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] May I know if there is any payer ID available, [PII]?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Thank you for that. And could you please provide me the call reference to this call?
[AGENT][NEUTRAL] Yes ma'am, it would be my name along with today's date.
[CUSTOMER][POSITIVE] Thank you for that information, [PII]. Hope you have a great day and thank you for the support. Bye-bye.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes, you're welcome, [PII], and if that is all I can help you with, thank you again for calling APL. Have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Hope you too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.