AccountId: 011433970860
ContactId: fbbc6346-b6f6-4285-972c-2b0ca3847865
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147720 ms
Total Talk Time (AGENT): 80588 ms
Total Talk Time (CUSTOMER): 35750 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/fbbc6346-b6f6-4285-972c-2b0ca3847865_20250218T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. I am with the provider's office and it's the electronic version is saying we can't do electronic. I just need to see if this individuals um benefits are active or not, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can certainly help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] It is 02389034.
[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 will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, I do show she is a subscriber on the supplemental policy. This supplemental policy is active and it has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with us for her for review, then you will also need to include a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] That's what I needed.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal that you should be able to check our claim status and also have access to the EOB for APL by going to secured. [PII].
[CUSTOMER][POSITIVE] Awesome. Thank you so much. I appreciate you.
[AGENT][POSITIVE] All right, well, you are, you are certainly so welcome. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That is all I needed and you have a good day.
[AGENT][POSITIVE] Oh well, thank you so much. I hope you have a nice day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye.