AccountId: 011433970860
ContactId: e50ab9f8-4a13-413d-ba44-b34551fbbb64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212690 ms
Total Talk Time (AGENT): 98333 ms
Total Talk Time (CUSTOMER): 90594 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e50ab9f8-4a13-413d-ba44-b34551fbbb64_20250523T12:37_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] Hey [PII], my name is [PII], and I'm calling from Lexington Medical Center in [PII]. I'm in the ER and I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], so you need eligibility information only for a member, is that correct?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am. Well, I can help you with that, [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII] hold on.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 02518369
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is your name again?
[AGENT][NEUTRAL] And any information that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And any information that I provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so [PII], I do see that she is the spouse of the subscriber on the supplemental policy, and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That'd be really.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now for filing a claim with APL for this member, we will have to have a copy of her primary insurance company's explanation of benefits as well along with the claim and then once we've processed that claim here at APL we do have a portal, [PII], in which you all should be able to check claim status for us and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so that's secured. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, you have it. That's it.
[CUSTOMER][NEUTRAL] Alright, and is there a reference number, [PII]?
[AGENT][POSITIVE] Yes, and you will actually use use my name along with today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] OK, well, you are very welcome and thank you for calling APL [PII]. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Yeah, it was
[CUSTOMER][POSITIVE] You too bye bye. You're welcome bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] That that.