AccountId: 011433970860
ContactId: ef208a5f-b75f-43d2-b2e2-675ddf3b9f49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173759 ms
Total Talk Time (AGENT): 88907 ms
Total Talk Time (CUSTOMER): 47441 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ef208a5f-b75f-43d2-b2e2-675ddf3b9f49_20250211T20:10_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just calling to verify um eligibility of benefits.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefit information on a member, is that correct?
[CUSTOMER][POSITIVE] Yeah, just eligibility. I'm good with that.
[AGENT][NEUTRAL] OK, just eligibility, no benefit information, correct? Yes.
[CUSTOMER][POSITIVE] Yeah, I'm good with eligibility. I, I'm good with just that.
[AGENT][NEUTRAL] OK. Well, I can help you with just eligibility then. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] It is 1912984.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, 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 their date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber on the supplemental policy and it is active, [PII] with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] And if you all will be filing a claim with APL, we will also have to have a copy of her primary insurance company's explanation of benefits for review.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal that you can check, you should be able to check our claim status.
[AGENT][NEUTRAL] And have access to our EOBs and that portal website for us is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. Alrighty, perfect. And then um do you have a reference number for our call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you, [PII].
[AGENT][POSITIVE] Well, you are certainly welcome, [PII]. So if that's all then that I can help you with, thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Right