AccountId: 011433970860
ContactId: fef56824-df32-424b-a357-36761eb62d4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188929 ms
Total Talk Time (AGENT): 95580 ms
Total Talk Time (CUSTOMER): 49861 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/fef56824-df32-424b-a357-36761eb62d4e_20250103T18:18_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] Yes, hi [PII], my name is [PII] with KU Medical Center calling to see if a patient is eligible for for benefits.
[AGENT][NEUTRAL] OK, I'm so sorry, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Oh, or I'm so sorry. OK, thank you, and you're just wanting, you're wanting to verify if a member is active or not, is that correct?
[CUSTOMER][NEUTRAL] That that's OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And your, uh, the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, 01708148.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And or any information that I do provide for you today will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be just a minute, something um having a system malfunction. Just one moment, please. I apologize.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And any information or 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 date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His name is [PII], [PII].
[AGENT][NEUTRAL] Thank you. So I do show that she is the subscriber on the supplemental policy and the supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when claims are submitted on this policy or we will have to have a copy of the primary insurance company's explanation of benefits also for review.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then we do have a portal which claim status can be checked and that's.
[CUSTOMER][NEUTRAL] Alright, and it and it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Our portal website is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you and is there a reference number for for this call, ma'am [PII]?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You are welcome. And if that's all I can help you with, thank you again for calling APL. I appreciate your patience too while I got my screen back up and have a great weekend.
[CUSTOMER][POSITIVE] You did. I, I now you now you're fine thank you you too thank you bye.
[AGENT][NEUTRAL] Bye-bye.