AccountId: 011433970860
ContactId: dad23ab7-8857-4288-97e4-6bdc0b02a4fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169130 ms
Total Talk Time (AGENT): 86827 ms
Total Talk Time (CUSTOMER): 42776 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/dad23ab7-8857-4288-97e4-6bdc0b02a4fc_20250521T14:48_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] Good morning. My name is [PII]. I'm calling from Medical University Hospital to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, you're needing eligibility only [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I'm, I'm sorry, [PII], your connection with me is not very good. I did not hear the first part of your number. Your voice is cracking.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] 02409018.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Information, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, so I do show that he is the subscriber on the supplemental policy and yes ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be submitting a claim to us for review for him, we will have to receive a copy of his primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we do have a portal in which you should be able to check his claim status and and that website for our portal is located at [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're very welcome. And is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.