AccountId: 011433970860
ContactId: d87b48b9-2187-4aec-8c47-2c48bcb01470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176699 ms
Total Talk Time (AGENT): 87474 ms
Total Talk Time (CUSTOMER): 78844 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/d87b48b9-2187-4aec-8c47-2c48bcb01470_20250401T20:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from Roper Neurosurgery and Spine. Um, I was calling just to check on the eligibility of a patient we have coming in tomorrow.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You're not also needing benefits. Is that correct?
[CUSTOMER][NEUTRAL] Um, yes, just the eligibility.
[AGENT][POSITIVE] Sure, I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 0244.
[CUSTOMER][NEUTRAL] 6504.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Why are you stressed?
[CUSTOMER][NEUTRAL] I'm married
[CUSTOMER][NEUTRAL] Alright, so you want
[CUSTOMER][NEUTRAL] Uh, let's see,
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wednesday morning.
[CUSTOMER][NEUTRAL] No, I.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the patient's name is, um, last name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII] um first name [PII], um date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So I do see that she is the subscriber on this supplemental policy. This is a supplement to your primary insurance and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well thank you very much.
[AGENT][NEUTRAL] Well, you are certainly very welcome and should you all end up filing a claim, [PII], with APL, we will also have to have a copy of a primary insurance company's explanation of benefits along with the claim for review.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL for her we have a portal that you should be able to check claim status in and our portal website is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK. All right. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Am I gonna, OK.
[CUSTOMER][NEUTRAL] Um, no, that's it for today.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome, [PII]. Bye-bye. Thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.