AccountId: 011433970860
ContactId: e0761bf0-5089-46fc-9de0-3c21124319c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188419 ms
Total Talk Time (AGENT): 87390 ms
Total Talk Time (CUSTOMER): 43280 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e0761bf0-5089-46fc-9de0-3c21124319c2_20250130T18:18_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Tr[PII]How can I help you?
[CUSTOMER][NEUTRAL] Hi Tr[PII]good afternoon. I'm just trying to check if this patient is still active for this month and next month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're just needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, just to confirm if it's added, that'll be all. Thank you.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. Uh-huh. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is Yo[PII].
[AGENT][NEUTRAL] Can you please spell your name for me?
[CUSTOMER][NEUTRAL] Yes, Y [PII].
[AGENT][NEUTRAL] [PII]K, Yo[PII]Thank you. And your callback number?
[CUSTOMER][NEUTRAL] Yes, 78[PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][POSITIVE] Yes, I have it right here, check that out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is 02487978.
[AGENT][NEUTRAL] OK Yo[PII]well thank you one moment please while I get the member's information loaded.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then the information you'll like that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes, it's El[PII]Date of birth is 12[PII].
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] OK, so I do see that he is the spouse of the subscriber on this policy and this supplemental policy only is active with an effective date of 6-[PII].
[AGENT][NEUTRAL] And if you all will be filing a claim with us on this policy, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal that you should be able to check claim status in and our portal website if you don't already have that is secured. Am[PII].
[AGENT][NEUTRAL] Do[PII].
[CUSTOMER][POSITIVE] OK, I appreciate that. Thank you so much for your help, OK?
[AGENT][POSITIVE] Absolutely. You're very welcome. So can I help you with anything else?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome, Yo[PII]and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too.