AccountId: 011433970860
ContactId: ce0bb1ff-bf2b-4761-9fc3-fa5c0bd33870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155690 ms
Total Talk Time (AGENT): 86027 ms
Total Talk Time (CUSTOMER): 40066 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ce0bb1ff-bf2b-4761-9fc3-fa5c0bd33870_20250523T18:02_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from South Carolina Sports Medicine. I was calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, and you said your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you're needing to verify eligibility but not benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 446-536
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And shared in any information that I do provide for you 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] It's [PII] and it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that he is a subscriber on the supplemental policy and it is active, [PII].
[AGENT][NEUTRAL] And the effective date on it is [PII].
[AGENT][NEUTRAL] And if you will end up filing a claim with us for him when the claim is submitted to us for review, you will also need to include a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once the claim has been processed by us, we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the website for that is located at [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number for the call?
[AGENT][NEUTRAL] OK. And is there
[AGENT][POSITIVE] Yes, yes, ma'am. You would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, can I get your name one more time?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] have a great weekend.
[AGENT][POSITIVE] All right, well, I hope you have a wonderful weekend too, [PII], and thank you again for calling APL if that's all I can help you with.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye-bye.