AccountId: 011433970860
ContactId: e6f37e86-facf-442c-809c-dde09cc81d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191899 ms
Total Talk Time (AGENT): 97120 ms
Total Talk Time (CUSTOMER): 55545 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e6f37e86-facf-442c-809c-dde09cc81d2f_20250303T19:05_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] Hi [PII], I'm calling to verify the benefits for patients.
[AGENT][NEUTRAL] OK, you're needing only benefits. You already have eligibility. Is that correct?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm sorry, just, just the start date of the insurance and if it's effective, that's all I need.
[AGENT][NEUTRAL] Oh, OK. All right. Yes, ma'am, I can help you with the eligibility. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] OK, and that is.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] Coming right up, uh, that's the group sorry so.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] It is 02560355.
[AGENT][NEUTRAL] OK. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] And this is.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], any information 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 date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, maybe I misheard the number. OK, give me just, give me one. I'm so sorry, give me one moment please.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I keyed a number in incorrectly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, ma'am, if you'll just please verify his date of birth for me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, he is the subscriber on the supplemental policy and the supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you all do file a claim with APL, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And then lastly if um once we have processed our claim we do have a portal in which you should be able to check claim status and our portal website Sarah is secured. [PII].
[CUSTOMER][POSITIVE] Great.
[AGENT][POSITIVE] And is there anything else? Yes, ma'am, you're welcome. Can I help you with anything else?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh