AccountId: 011433970860
ContactId: de852829-1ba3-4a2d-8770-e8696457e620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143410 ms
Total Talk Time (AGENT): 80822 ms
Total Talk Time (CUSTOMER): 26759 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/de852829-1ba3-4a2d-8770-e8696457e620_20250210T16:21_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, I'm calling from Royal Regional. I need to find out if the policy is active for a patient.
[AGENT][NEUTRAL] OK, so you're only needing eligibility, you do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Right, just eligibility, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your patient's policy number please?
[CUSTOMER][NEUTRAL] Um, 023-61574 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, and a little more, any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, so I do show she is the spouse of the subscriber on the supplemental policy, and the supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], and if you all are gonna be filing a claim with APO for her, we will have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal in which you should be able to check claim status and have access to our EOB and that portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect alright thanks for your help that's all I needed.
[AGENT][POSITIVE] Alright, well, you are certainly very welcome so if that is all I can help you with, thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.