AccountId: 011433970860
ContactId: efc83fd3-56f0-4196-bc41-51302570312d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217610 ms
Total Talk Time (AGENT): 132296 ms
Total Talk Time (CUSTOMER): 49019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/efc83fd3-56f0-4196-bc41-51302570312d_20250425T17:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Miss. [PII], this is [PII] with Complete in all of Lake City. I'm just calling to verify patient's policy if you don't mind.
[AGENT][NEUTRAL] Hey, [PII], are you needing to just verify the eligibility or do you also need to fax back of the benefits?
[CUSTOMER][NEUTRAL] A fax back of the benefits if possible as well.
[AGENT][POSITIVE] Yeah, sure, I can help you with both of those. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII], no extension.
[AGENT][NEUTRAL] OK, thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It's gonna be 02585622.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments so I just to get the numbers information pulled up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] 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] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a subscriber on this general plan and it is active with an effective date of [PII].
[AGENT][NEGATIVE] And there is no history on file for this member at this time.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] So give me just a moment to get this fax back loaded and I'll be happy to send it to you. Will it need to be put to your attention or is that not necessary? OK.
[CUSTOMER][POSITIVE] Yes ma'am, if you don't mind.
[CUSTOMER][NEUTRAL] And then can I also when you have a chance just get you to check to make sure that we are in network.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this is not a network plan that he has, so he may select any provider benefits of covered services are based on a percentage of the UCR of the service region.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] All right, so what is a good fax number that I can send this to, will you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and I am just, oh, I'm gonna repeat this back to make sure I got it correct. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you. You should be receiving that provided there's not any type of technical mishap within the next few minutes. And then [PII], if you all end up filing a claim for this member with us once the claim has been processed by APL, we do have a portal in which you should be able to check claim status and the website for that portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for that information too.
[AGENT][POSITIVE] Well, you are very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, just want to verify that the group number is the 19205.
[AGENT][NEUTRAL] Yes, it is. Mhm.
[CUSTOMER][POSITIVE] Perfect, yes ma'am, that was it. And then can I just get a reference number for the call please?
[AGENT][NEUTRAL] Sure, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate you.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.