AccountId: 011433970860
ContactId: fe175103-afbe-4e98-b1a2-d46795af9b76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210050 ms
Total Talk Time (AGENT): 111366 ms
Total Talk Time (CUSTOMER): 32691 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/2025/04/02/fe175103-afbe-4e98-b1a2-d46795af9b76_20250402T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, so you strictly need only eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 02569249
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And any information [PII] that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I do see she is a dependent on the supplemental policy, [PII]. The supplemental policy is active with an effective date on it of [PII].
[AGENT][NEUTRAL] And if you all will be filing a.
[CUSTOMER][NEUTRAL] OK. And then can you
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I was just gonna ask for a claims mailing address for paper claims.
[AGENT][NEUTRAL] Sure, the [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And because this is a supplemental policy actually to the primary insurance when the claim is submitted to APL we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed the claim here, we do have a portal in which you should be able to check claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And our website for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then can I just get a reference number for a phone call, please?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] And I'm sorry I didn't catch your name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. And is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Well, you're very welcome. And again, thank you for calling APL [PII]. I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.