AccountId: 011433970860
ContactId: f8de9e14-6917-4754-aa32-126d73b64a58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155699 ms
Total Talk Time (AGENT): 90930 ms
Total Talk Time (CUSTOMER): 31447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/f8de9e14-6917-4754-aa32-126d73b64a58_20250212T14:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing to verify if the member has active coverage or not, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're not needing benefits. Is that also, is that correct? OK, yes ma'am, I can.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] I can help you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] 01828792
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 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 date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on this policy and this supplemental policy is active with an effective date of [PII]. And [PII], because this is a supplemental policy to their primary insurance, if you all submit a claim to APL, we will also have to have a copy of his primary insurance company's explanation of benefits as well for review.
[AGENT][NEUTRAL] And once we have processed our claim, we do have a portal in which you should be able to check claim status and have access to our EOB and the portal website for that is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, sounds good. Thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. So is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, nope, that should be all. Have a good day.
[AGENT][POSITIVE] OK, well thank you again for calling APO yes ma'am, you too, likewise, and thank you again for calling. Uh huh.
[CUSTOMER][NEUTRAL] Think
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] OK.