AccountId: 011433970860
ContactId: d161500e-53ee-4d39-8c9f-b85a868a773f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170570 ms
Total Talk Time (AGENT): 87666 ms
Total Talk Time (CUSTOMER): 87274 ms
Interruptions: 2
Overall Sentiment: AGENT=3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d161500e-53ee-4d39-8c9f-b85a868a773f_20250107T20:03_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] Hello, [PII]. My name is [PII]. I'm a medical provider with Doctors Hospital emergency room, and I'm calling for eligibility on a gap insurance, please.
[AGENT][NEUTRAL] OK, did you say that your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, last initial [PII] if you needed it.
[AGENT][NEUTRAL] OK, thank you and you're just needing eligibility not benefits, is that correct, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] That that is correct, yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Um, the best callback number to my facility is [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK. And then what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02477166.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you. Alright.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You can't bring the car.
[CUSTOMER][NEUTRAL] No, you stay right here.
[CUSTOMER][POSITIVE] It brings it doesn't get up.
[CUSTOMER][NEUTRAL] 7, yeah.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh yeah, I finish it. Date of birth [PII].
[AGENT][POSITIVE] Thank you. So I do show that she is the subscriber on the supplemental policy and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You crazy.
[CUSTOMER][NEUTRAL] It was the.
[AGENT][NEUTRAL] Within effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And um I didn't catch your first name by any chance. I didn't catch it.
[AGENT][POSITIVE] Yes. You are very welcome.
[AGENT][NEUTRAL] It's [PII] and you would use my name along with today's date. You're welcome, [PII], um, as your call reference number if you need one and if there's a way that you can make a note, [PII], for this member's policy when a claim is submitted to us for review, we also have to have a copy of the primary insurance's EOB.
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] Every
[CUSTOMER][POSITIVE] OK, perfect. Yes, we do have her United Healthcare as primary.
[AGENT][NEUTRAL] OK, yes, ma'am, and we will have to have a copy of their EOB with our claim for review and then we do have a portal which our claim status can be checked out by going to [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome. And can I help you with anything else today?
[CUSTOMER][POSITIVE] No, that'll be all for today. Thank you so much for your time.
[AGENT][POSITIVE] Absolutely. You're very welcome and thank you again for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.