AccountId: 011433970860
ContactId: ebeb5aeb-c14d-4bb9-9cfb-c84d07ec12c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265760 ms
Total Talk Time (AGENT): 135150 ms
Total Talk Time (CUSTOMER): 66335 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/ebeb5aeb-c14d-4bb9-9cfb-c84d07ec12c7_20250409T14:24_UTC.wav
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[CUSTOMER][NEUTRAL] Some on the wall.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a specialist's office to see if a patient's copay is covered.
[AGENT][NEUTRAL] OK, you're needing to verify eligibility and see if an office says that it's covered under the member's plan?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am mhm it's a husband and a wife, yes mhm.
[AGENT][POSITIVE] Yes, ma'am, I can help you with those things.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] I might come through
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 02565542
[AGENT][NEUTRAL] OK thank you one moment while I get the information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and going, 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].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the only person.
[AGENT][NEUTRAL] Covered on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, on the supplemental policy grant visits are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] And then whenever you're ready I have another one.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] For another policy.
[CUSTOMER][NEUTRAL] Well, yeah, I guess his wife has her own.
[AGENT][NEUTRAL] OK, alright, so give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Now in the future, [PII], if you all should claim uh to APL for review once we have processed the claim, we do have a portal in which claim status can be checked and our portal website for that is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and again on Mr. there, it was only for all.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Office visits that you were needing information, is that correct? OK, alright, thank you. So give me just one moment.
[CUSTOMER][NEUTRAL] Yeah, just for the copay if it was covered, mhm.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] OK, all right, so one moment.
[AGENT][NEUTRAL] OK, and what is the next policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, 02565540.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the same with this one, any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth on this one?
[CUSTOMER][NEUTRAL] Your health insurance
[CUSTOMER][NEUTRAL] [PII] 11 4 69.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And yes ma'am, she is also the subscriber on this supplemental policy. It is also active with an effective date of [PII].
[AGENT][NEGATIVE] And on her coverage, office visits are also not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you all right thank you very much I appreciate it.
[AGENT][POSITIVE] Yes, ma'am. You, well, you, you're certainly very welcome. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yes ma'am. Bye bye