AccountId: 011433970860
ContactId: e0b17843-3001-46c7-9f6a-9d7a87899dcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215710 ms
Total Talk Time (AGENT): 85877 ms
Total Talk Time (CUSTOMER): 61440 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e0b17843-3001-46c7-9f6a-9d7a87899dcf_20250408T20:22_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hey, yep, my name is [PII]. I was calling to verify a patient's uh eligibility.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] Uh, correct.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII], and what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, good call back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Um, the number is 0166.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 81
[CUSTOMER][NEUTRAL] And then the letters ML.
[CUSTOMER][NEUTRAL] And then the number 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And like any information that I do provide would be a verification of benefits and not a guarantee of payment. What.
[AGENT][NEUTRAL] Is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient's name.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] OK. So that information on her date of birth does not match our records.
[CUSTOMER][NEUTRAL] Oh, is, uh, do you have?
[CUSTOMER][NEUTRAL] 220 of 81.
[AGENT][NEUTRAL] Yes, that is her date of birth. That is according to our records.
[CUSTOMER][NEUTRAL] OK, that is.
[CUSTOMER][NEUTRAL] Yeah, OK, I'm.
[CUSTOMER][NEGATIVE] Put in the wrong birthday for for her.
[AGENT][NEUTRAL] OK that's fine. OK. All right, one moment.
[AGENT][NEUTRAL] OK, so I do show she is the spouse.
[AGENT][NEUTRAL] On this supplemental policy and the supplemental policy is active, correct, effective [PII].
[AGENT][NEUTRAL] Now, if you all will be filing a claim with us for her on this policy, 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 uh once we have process.
[AGENT][NEUTRAL] Just the claim here at APL we do have a portal, Greg, in which you should check our claim status, and our portal website is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Oh, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.