AccountId: 011433970860
ContactId: ef9dc336-bb2b-49d7-b890-b85cf6d6a62f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177279 ms
Total Talk Time (AGENT): 88199 ms
Total Talk Time (CUSTOMER): 64850 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/ef9dc336-bb2b-49d7-b890-b85cf6d6a62f_20250502T18:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I just wanted to uh verify patient's coverage.
[AGENT][NEUTRAL] OK [PII], you're needing to verify members covered benefits and eligibility? Both?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with those things. Um, uh-huh.
[CUSTOMER][NEUTRAL] Um, just, yeah, just, um, not necessarily benefits, but just, just, um, make sure they have active coverage.
[AGENT][POSITIVE] Sure, I can help you with eligibility and [PII], what is a good call back number for you please?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Um, it is 021-61365 ML 7.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information, [PII] that I do provide for you 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]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, yes, ma'am. I do show she is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with APL for her, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim and then once we process our claim here at APL, we do have a portal in which you should be able to check claim status and our website for that is secured.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Perfect. Um, I'm actually just, uh, patient has, um, AP obviously as a supplementary, um, we're just calling to make sure she has active coverage because she's coming in for an exam and we need to request off. So that was my second question for this supplemental plan, no authorizations are required, correct?
[AGENT][NEUTRAL] No, ma'am, that, no, it would not be required under this policy.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And then lastly, do you guys have, do you guys do call reference numbers?
[AGENT][NEUTRAL] You would use my name along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] I hope you have a good rest of your day and a good weekend.
[AGENT][NEUTRAL] All right, well.
[AGENT][POSITIVE] I hope the same thing for you too, [PII]. So if that is all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.