AccountId: 011433970860
ContactId: dfce9afd-7828-4648-a892-fe2db9bd65d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193889 ms
Total Talk Time (AGENT): 92821 ms
Total Talk Time (CUSTOMER): 62696 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/2025/02/21/dfce9afd-7828-4648-a892-fe2db9bd65d7_20250221T21:55_UTC.wav
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[CUSTOMER][NEUTRAL] Pop up
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling with Ridgeview, um, from Ridgeview ER, and I'm trying to verify if this person, uh, patient's insurance is active.
[AGENT][NEUTRAL] OK, you're just needing to verify if the policy is active with APL for a member, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] What is the number here? I don't remember [PII].
[AGENT][NEUTRAL] OK give me that again, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] The member's policy number.
[CUSTOMER][NEUTRAL] So it says in hospital benefit certificate number or is it?
[AGENT][NEUTRAL] Either one, the first part of the number that's exactly the same as actually the policy number.
[CUSTOMER][NEUTRAL] OK, thank you for letting me know. 02462599.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And any information, [PII] 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 their date of birth?
[CUSTOMER][NEUTRAL] It is [PII], and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so this policy is a supplemental policy to her primary insurance, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And when you will submit the claim to APL for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[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 for us and our portal website is secured. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, there is not. Do you happen to have a reference number for the call?
[AGENT][POSITIVE] Yes, and you would actually just use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] What is the your name again? I apologize.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that is all I can help you with, [PII], thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.