AccountId: 011433970860
ContactId: d2cf59b2-ccc6-4846-9dde-d21d353ade97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188679 ms
Total Talk Time (AGENT): 93941 ms
Total Talk Time (CUSTOMER): 40808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/d2cf59b2-ccc6-4846-9dde-d21d353ade97_20250514T12:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to see if the patient is active. My name is [PII] calling from [PII].
[AGENT][NEUTRAL] OK, I'm so sorry. What was your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And I, you're wanting to just verify if the member's policy is active? Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Uh, that'll be [PII].
[AGENT][NEUTRAL] Thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] W 258367128.
[AGENT][NEUTRAL] OK, now that's not an APO you said W 258?
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry, I'm sorry, they have two policies, um, the one for this one is gonna be 02449826.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] Um first name is [PII] Last name is um [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on the supplemental policy. The supplemental policy is active, Maya with an effective date of [PII]. And if there is a way that you can make a note that because this is a supplemental policy to his primary insurance, when the claim is submitted to us for review, we will have to have a copy also of his primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL we do have a portal in which you should be able to check claim status and the website for that is [PII].
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for this call?
[AGENT][NEUTRAL] Yes, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] All right, can I have your name one more time?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, thank you so much for your help today, [PII] you have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, I hope you have a great day too, [PII] and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] All right, bye bye.