AccountId: 011433970860
ContactId: d7131ac8-f782-47a6-ae78-d9f8081e89ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217130 ms
Total Talk Time (AGENT): 113470 ms
Total Talk Time (CUSTOMER): 59404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/d7131ac8-f782-47a6-ae78-d9f8081e89ce_20250415T18:44_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] calling from Doctor's Hospital in [PII]. I'm calling trying to check a benefit for a patient to see if the plane is active or secondary.
[AGENT][NEUTRAL] OK, did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, thank you. And you're just needing to check eligibility to verify if the policy is active or not?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] That's our electronic payer ID number.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um.
[CUSTOMER][NEUTRAL] So do I go to the certification number?
[AGENT][NEUTRAL] Uh yes sir.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, 024657.
[CUSTOMER][NEUTRAL] 27
[CUSTOMER][NEUTRAL] ML 7
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank, no problem.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So that policy number that you gave me was kind of like it was never active. I need to give you the correct policy number.
[CUSTOMER][NEUTRAL] Oh, OK, hold on just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am ready whenever you want.
[AGENT][NEUTRAL] Alright, so the current policy number that you should have is going to be.
[AGENT][NEUTRAL] 188.
[AGENT][NEUTRAL] 3552.
[AGENT][NEUTRAL] And I
[CUSTOMER][NEUTRAL] 18835552.
[AGENT][NEUTRAL] Yes, sir, and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] And I do show that she is a subscriber on this policy.
[AGENT][NEUTRAL] And call, if a claim. Yes, and I don't know if you can make a note of these two things that because this is a supplement to your primary insurance, if a claim is going to be filed with us on this policy, we will also have to have a copy of a primary insurance company's explanation of benefits along with the claim and then once the claim has been processed by APL we do have a portal in which claim status should be able to be checked.
[CUSTOMER][POSITIVE] Alright, [PII], thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that website for it is located at [PII].
[CUSTOMER][NEUTRAL] [PII]. Alright.
[AGENT][POSITIVE] Yes, sir. And is there anything else? You're welcome, [PII]. Can I help you with anything else?
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] No, that's all for today. Thank you.
[AGENT][POSITIVE] Oh well, you're welcome and thank you again for calling APL. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.