AccountId: 011433970860
ContactId: e990dcc8-51c1-468b-ae92-39aff9807263
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179339 ms
Total Talk Time (AGENT): 93617 ms
Total Talk Time (CUSTOMER): 39387 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/e990dcc8-51c1-468b-ae92-39aff9807263_20250522T19:10_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I just need to check eligibility for a patient.
[AGENT][NEUTRAL] OK, you only need eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] That's gonna be 01719419.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payments. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And if you all will be filing a claim with APO for this member, we would need to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claims here at APL Amberley we have a portal that you should be able to check our claim status in.
[AGENT][NEUTRAL] And that website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And do you have the claims mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much and do you have a reference number?
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] Yes, and you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] And thank you too. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye.