AccountId: 011433970860
ContactId: d49e6337-5f65-4d1d-8feb-dbf4c235f8dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185639 ms
Total Talk Time (AGENT): 80451 ms
Total Talk Time (CUSTOMER): 95674 ms
Interruptions: 9
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d49e6337-5f65-4d1d-8feb-dbf4c235f8dc_20250414T17:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for
[CUSTOMER][POSITIVE] Good afternoon thank you for
[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, [PII]. My name is [PII]. Um, I'm just trying to verify patients benefits.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, [PII], you do not need eligibility.
[CUSTOMER][NEUTRAL] I see you do not need eligibility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Only need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yeah it's just eligibility.
[AGENT][POSITIVE] Yes I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII], uh, just eligibility please.
[AGENT][NEUTRAL] Just eligibility or benefit, which one?
[AGENT][NEUTRAL] OK. Yes, ma'am. I can help you with that. And again, your phone number is [PII].
[CUSTOMER][NEUTRAL] OK, yes ma'am, I can help you with that, and again the phone number is [PII].
[CUSTOMER][NEUTRAL] 657 9.
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It is 0 sorry 02587090.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you one moment while I get some in this information. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And like any information that I do provide would be a verific guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. It's uh [PII], uh, I can't pronounce the last name, [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so I do show that he is the subscribe.
[CUSTOMER][NEUTRAL] I do show that he in the.
[AGENT][NEUTRAL] Fiber on this limited benefit plan and it is active with effective date of [PII].
[CUSTOMER][NEUTRAL] After after your day of one.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help, mhm.
[AGENT][NEUTRAL] And oh you're welcome. And then just one additional thing once the claim has been processed by APL Lisa, we do have a portal in which you should be able to check claim status in and that website for the portal is located at secured.
[CUSTOMER][NEUTRAL] And then just one additional thing, what if the claim has been processed by APOs?
[CUSTOMER][NEUTRAL] You should be able to check.
[CUSTOMER][NEUTRAL] And that.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII] public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] All right. Well, you're very welcome. And again, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be all, thank you.
[AGENT][NEUTRAL] Well, you're
[CUSTOMER][NEUTRAL] Will
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] Welcome and thank you for calling APO. I hope you have a great afternoon. You too.
[CUSTOMER][NEUTRAL] You too bye bye.