AccountId: 011433970860
ContactId: ce71c2be-2ac1-4a59-a081-0d31c7f72b3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200179 ms
Total Talk Time (AGENT): 100720 ms
Total Talk Time (CUSTOMER): 68253 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ce71c2be-2ac1-4a59-a081-0d31c7f72b3d_20250527T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to um confirm eligibility for a patient that came in today.
[AGENT][NEUTRAL] OK, you're just needing to verify eligibility and not benefits. Is that correct?
[CUSTOMER][NEUTRAL] Mhm mm.
[AGENT][POSITIVE] Yes, ma'am, I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. E [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And what is the uh member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] Um, I have, uh, in hospital benefits certification number and an outpatient that's one.
[AGENT][NEUTRAL] That'll be fine. You can give me either one of those, either one.
[CUSTOMER][NEUTRAL] OK, so it's 021.
[CUSTOMER][NEUTRAL] 44106 ML7.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh [PII]. It's [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And again, any information provided will be a verification of benefits and not a guarantee of payment. So I do show that he is a dependent on the supplemental policy and it is active and the effective date for him is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm and [PII], if you all will be filing a claim with ATL for him, we will need for you to include a copy of the primary insurance company's explanation of benefits along with the claim and then once we have processed the claim here, we do have a portal in which you should be able to check claim status and that website for the portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you, and can I have uh a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK, what was your name? I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 5. OK, sounds good thank you so much.
[AGENT][POSITIVE] Hi, you're welcome.
[CUSTOMER][POSITIVE] Mhm have a good one OK?
[AGENT][POSITIVE] Uh, and, yes, ma'am. I hope you have a nice day too, [PII]. That's all I can help you with. Thank you again for calling APL.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] All right, you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.