AccountId: 011433970860
ContactId: f395c5db-94d5-4272-8690-3268f442ac7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190669 ms
Total Talk Time (AGENT): 89873 ms
Total Talk Time (CUSTOMER): 48947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f395c5db-94d5-4272-8690-3268f442ac7d_20250505T17:53_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] Hi [PII], my name is [PII]. I'm calling from Med first and [PII]. I'm calling to verify eligibility for a member, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] I could not hear. Your voice went away.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I'm sorry, um, so I'm calling from Med first and [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Oh yes, ma'am. I can help you. And tell, what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] Uh, policy is 02518370.
[AGENT][NEUTRAL] Thank you one moment please while I get the member's information pulled up.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And here, if you all will be filing a claim for him with APL, if there's a way that you can make a note because this is a supplement to his primary insurance, we will have to have a copy of the primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim here we have a portal that you should be able to check claim status in and the website for that portal is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Secured. [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else I could help you with today, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I think that's it for today. Thank you so much.
[AGENT][POSITIVE] Well, you're certainly very welcome and thank you for calling APL. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you so much. You do the same.
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Mhm bye-bye.
[AGENT][NEUTRAL] Bye.