AccountId: 011433970860
ContactId: de910795-121d-43ed-93d8-c17a6bdd68b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232100 ms
Total Talk Time (AGENT): 106872 ms
Total Talk Time (CUSTOMER): 48227 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/de910795-121d-43ed-93d8-c17a6bdd68b5_20250113T15:27_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] Oh.
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling regarding a patient in our facility that needs um verification of this insurance.
[AGENT][NEUTRAL] OK, you're just needing to verify if a policy is active or not. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Yes, just, just the effective date.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII] and my last name initial is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is 02515639 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Just one second, [PII].
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, so any information, [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that she is the spouse of the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And because, because uh just a couple of additional things for you, [PII], because this is a supplement to the primary insurance when the claim is filed with the APL if there's a way you can make a note of this, we will also have to have a copy of her primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed the claim with APL we do have a website in which you can go to get claim status and also access the EOB for us and our portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, I just need to confirm your, how to spell your first name and your last name initial, please?
[AGENT][NEUTRAL] Sure, because my name and today's date will be your call reference number. My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate all of your assistance for today.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Absolutely. You're very welcome, [PII]. So if that's all I can help you with, thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.