AccountId: 011433970860
ContactId: d597c91b-0421-468f-a98b-6295f152f76d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158860 ms
Total Talk Time (AGENT): 97905 ms
Total Talk Time (CUSTOMER): 38826 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/d597c91b-0421-468f-a98b-6295f152f76d_20250523T17:25_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] Hi, this is [PII] with Triad Eye Institute, and I was calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK [PII] you're needing to verify only eligibility. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 02566563
[AGENT][POSITIVE] OK [PII], thank you one moment.
[AGENT][NEUTRAL] OK, so we've got too many, let's see, we need to do that again. Either I misheard you or you gave me too many numbers. I understood you to say 02566563. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I typed in one extra number, so that was all on me thank you one moment.
[AGENT][NEUTRAL] And any information [PII] that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is a subscriber on the supplemental policy, and this supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][NEUTRAL] And [PII], if you will file a claim with us for this number, you will also need to include a copy of the primary insurance company's explanation of benefits along with the claim and then once we process the claim, we do have a portal that you should be able to check claim status in by going to secured.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I'll be there.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] And you said the effective date was what?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And we'll need a copy of the primary EOB with the claim and then once the claim has been processed, you can check status in our portal at [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call?
[AGENT][POSITIVE] Yes ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] thank you so much, [PII].
[AGENT][POSITIVE] Alright, well, you're welcome. So thank you again for calling APL and I hope you have a nice weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you