AccountId: 011433970860
ContactId: cd5e6a74-2118-48ab-ab40-4225e3500df3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202679 ms
Total Talk Time (AGENT): 92669 ms
Total Talk Time (CUSTOMER): 70716 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/cd5e6a74-2118-48ab-ab40-4225e3500df3_20250507T18:15_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] Hello. Good afternoon. My name is [PII] and I'm calling to check on a um on behalf of a provider. Uh, I'm trying to confirm uh if a member is eligible and active.
[AGENT][NEUTRAL] OK, [PII], you're just needing to verify if a member has active coverage, is that correct?
[CUSTOMER][POSITIVE] Correct, please, yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Uh yeah, that will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Mhm um 024.
[CUSTOMER][NEUTRAL] 730.
[CUSTOMER][NEUTRAL] 98.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] would be a verification of benefits, if not a guarantee of payment. What is your patient's name, place, and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this, excuse me, the supplemental policy poll, and it is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And because this is a supplement to his primary insurance, if you all are to be filing a claim with us on this policy, we will have to have a copy of the primary insurance company's explanation of benefits as well for review and then once we process our claim here, we do have a portal that you should be able to check claim status in for us by going to secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty got it um and uh just to confirm, is there a group number and a group name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] The group number is 23143.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group name is Nova Southeastern University.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] Alrighty um well thanks so much that's all I needed to confirm uh do we have a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Got it. I do apologize. What was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much alrighty well thanks so much, [PII]. I appreciate it.
[AGENT][POSITIVE] Well, you're welcome [PII]. Is there anything else I can help you with? Yeah, you're welcome.
[AGENT][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That's all I needed thank you.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Have a good day too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.