AccountId: 011433970860
ContactId: d8f1dd58-f69e-4908-8458-dc6760cf3530
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152820 ms
Total Talk Time (AGENT): 85972 ms
Total Talk Time (CUSTOMER): 36081 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/d8f1dd58-f69e-4908-8458-dc6760cf3530_20250501T13:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from BJC Healthcare, and I'm calling to verify a member's eligibility, please.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility, is that correct? You do not need benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, just eligibility please.
[AGENT][POSITIVE] Sure, I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02440290
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on the supplemental policy, and this supplemental policy is active, [PII], effective date is [PII].
[AGENT][NEUTRAL] And if you all will be filing a claim for her with APO when the claim is submitted to us for a review, we will have to have also a copy of her primary insurance company's explanation of benefits.
[CUSTOMER][POSITIVE] Thank you
[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 our claim status in by going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Great thank you [PII]. I hope you have a great day.
[AGENT][POSITIVE] Well, you're very, oh, I hope you do too. Is there anything else I could help you with this morning?
[CUSTOMER][NEUTRAL] No, not today.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a great day as well.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.