AccountId: 011433970860
ContactId: d44304d0-382e-47f1-a0ef-459a2d28adaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178389 ms
Total Talk Time (AGENT): 105439 ms
Total Talk Time (CUSTOMER): 53709 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/d44304d0-382e-47f1-a0ef-459a2d28adaf_20250501T13:01_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] Hello, [PII]. My name is [PII] calling from West Kendal Hospital in [PII]. I'm trying to get benefits for a patient that got admitted in a facility, please.
[AGENT][NEUTRAL] OK, and you said your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII] Last name initial is [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] OK, thank you, [PII]. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And you're needing eligibility. Do you also need benefits, [PII]?
[CUSTOMER][NEUTRAL] Yes, not just the date of, uh, if the plan is active. Yeah.
[AGENT][NEUTRAL] You said, OK.
[AGENT][NEUTRAL] You just need to know if the plan is active.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, sir. I can certainly help you with that, [PII]. And what is a good, um, I'm sorry, what's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 02141750.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And calling the information 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] OK.
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]. Date of birth, I have [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so [PII], I do show that she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And call if there is a way that you could make a note that for this policy that she has with us, when a claim is filed with APL we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim here we do have a portal in which you should be able to check claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that portal website is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK. And is there anything else I can help you with? Oh, you're welcome.
[CUSTOMER][POSITIVE] All right, thank you [PII].
[CUSTOMER][NEUTRAL] And what is your last, last name [PII], please, for my notes?
[AGENT][NEUTRAL] also [PII].
[CUSTOMER][POSITIVE] Uh, OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're welcome. So again, if that's all I can help you with, thank you for calling APL and I hope you have a great day, [PII]. OK, have a great day.
[CUSTOMER][NEUTRAL] Yeah, that's all for today.
[CUSTOMER][POSITIVE] You too thank you bye OK bye.
[AGENT][POSITIVE] Thank you. Bye-bye.