AccountId: 011433970860
ContactId: e0bbeb5b-bd5e-4f2b-809a-05f4117bb272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147580 ms
Total Talk Time (AGENT): 81540 ms
Total Talk Time (CUSTOMER): 42486 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/e0bbeb5b-bd5e-4f2b-809a-05f4117bb272_20250522T20:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify eligibility please or if the program is still if the insurance is still active.
[AGENT][NEUTRAL] OK, so you're just needing to verify whether a member still has active coverage with APL is that correct? Yes, ma'am, I can help you. And who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] This is [PII]. Last name's [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 1,457,100
[AGENT][NEUTRAL] 1,457,100. Is that correct?
[CUSTOMER][NEUTRAL] Yes, 1,457,100.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Nothing here
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Here is your
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that Mr. [PII] is the subscriber on the supplemental policy and it is active. The effective date on it, [PII] is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and if you all are going to be filing a claim for him with APL, we will have to have a copy of his primary insurance company's explanation of benefits as well for review and then once we've processed a claim here at APL, we do have a portal in which you should be able to check claim status in.
[AGENT][NEUTRAL] And the website for our portallory is located at [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a nice evening. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.