AccountId: 011433970860
ContactId: e91ab7e0-7446-4b4e-a1c1-3f3f3b2384cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239750 ms
Total Talk Time (AGENT): 105525 ms
Total Talk Time (CUSTOMER): 43817 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e91ab7e0-7446-4b4e-a1c1-3f3f3b2384cd_20250225T13:08_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] Hi, this is [PII] calling from [PII]'s office.
[AGENT][POSITIVE] Hi [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Regarding eligibility.
[AGENT][NEUTRAL] OK, you're just needing to verify if a member has active coverage or not, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 01617703 ML 8.
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] And on 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 their date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, so I do see that she is a, excuse me, the spouse of the subscriber on the supplemental policy, and the supplemental policy is active, [PII], with an effective date of [PII].
[AGENT][NEUTRAL] And if you all will be filing.
[CUSTOMER][NEUTRAL] And the plan
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Go ahead, yes sir, go ahead with your questions.
[CUSTOMER][NEUTRAL] And plan and it?
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Plan and it.
[CUSTOMER][NEUTRAL] Can you please tell then?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] There is no termination date?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please give your call reference number?
[AGENT][NEUTRAL] Yes, but first, if you all will be filing a claim for this member when the claim is submitted to us for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that you can check claim status and also print the explanation of benefits for APL by going to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your call reference number [PII] will be my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And next
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And let's see
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And last name?
[AGENT][NEUTRAL] The first initial to my last name is [PII] and [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is the first initial to your last name?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.