AccountId: 011433970860
ContactId: ce0cd78a-a83b-4bb6-a263-4237477d0149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218910 ms
Total Talk Time (AGENT): 117354 ms
Total Talk Time (CUSTOMER): 66088 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/ce0cd78a-a83b-4bb6-a263-4237477d0149_20250331T18:46_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], I'm calling to check if a patient was active for a data service.
[AGENT][NEUTRAL] OK, you're just needing eligibility information for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, because if she's active, then I'm gonna go ahead and send the claim.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] And the member's policy is.
[CUSTOMER][NEUTRAL] 01678721
[CUSTOMER][NEUTRAL] M for Mike, L for Lima.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[AGENT][NEUTRAL] OK, and any information [PII] that I do provide 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], I guess [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now this policy number that you provided for me was active from [PII].
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] Uh, there was another policy that was active after that.
[CUSTOMER][NEUTRAL] No, no, no, I actually have a data service.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] United Healthcare just reprocessed a data service of [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so just one moment.
[CUSTOMER][NEUTRAL] I don't think you'll have it. I haven't sent it yet, but I'm gonna send it now, cause they just reprocessed it.
[AGENT][NEUTRAL] I understand that, but the policy, correct, but the pol as, as I just explained to you, [PII], the policy number you gave me would not, that, OK, so that policy would have been active for your date of service.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] Mhm. And just make sure that you send a copy of the primary insurance company's explanation of benefits as well because we will have to have that also.
[CUSTOMER][POSITIVE] Yeah, will do. I'll include it thank you so much.
[AGENT][NEUTRAL] OK, you're welcome and then [PII], do you have our portal website that you should be able to check our claim status in once the claim has been processed by APL?
[CUSTOMER][NEUTRAL] I don't what's the website?
[AGENT][POSITIVE] OK. Our website for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Secure.
[AGENT][NEUTRAL] With it
[AGENT][NEUTRAL] I'll say, uh let me do it again secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] OK. Well, can I, you, you're very welcome. And can I help you with anything else today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, that will be all. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.