AccountId: 011433970860
ContactId: d9c89179-6d7f-402e-8d98-44e802585fc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204820 ms
Total Talk Time (AGENT): 107759 ms
Total Talk Time (CUSTOMER): 52278 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d9c89179-6d7f-402e-8d98-44e802585fc4_20250519T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office, checking on eligibility for a member.
[AGENT][NEUTRAL] OK, you're needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that, and I'm sorry, what was your name again? You could spell it?
[CUSTOMER][NEUTRAL] It's OK, [PII], and initial to my last name it's [PII]. Along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] That is fine. I gonna keep what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and [PII], what is, um, you had, do you only have one claim to check status? I'm sorry, eligibility for rather one member to check eligibility?
[CUSTOMER][NEUTRAL] Uh, no, yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with that. And what is that member's policy number?
[CUSTOMER][NEUTRAL] 0244959
[CUSTOMER][NEUTRAL] Number 4, M as Mike, L as Lima, number 8.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And keep any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that she is a dependent on this policy and this supplemental policy is active and the effective date on it is [PII].
[AGENT][NEUTRAL] And a case if the claim is going to be filed with APL for this number, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] And then once we have processed our claim, we will, we do have a portal rather in which you should be able to check claim status and that website is located at [PII].
[CUSTOMER][NEUTRAL] Sure, help me with the claim mailing address.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, sure. Thank you so much for your assistance. Help me with the call reference number.
[AGENT][NEUTRAL] My name and today's date and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] I hope you have a great day too, [PII]. If that is all I can help you with, thank you again for calling APL.
[AGENT][NEUTRAL] Bye-bye.