AccountId: 011433970860
ContactId: 00d83b35-dbd0-4cb1-8a3f-159477cd3cc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128229 ms
Total Talk Time (AGENT): 52010 ms
Total Talk Time (CUSTOMER): 55930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/00d83b35-dbd0-4cb1-8a3f-159477cd3cc0_20250416T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was trying to call and do a quick verification. Um, I got a patient brought in uh APL insurance card. I was just trying to see if the coverage was active.
[AGENT][NEUTRAL] Yeah, we can check eligibility. Do you have their policy number?
[CUSTOMER][NEUTRAL] Um, yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is 026.
[CUSTOMER][NEUTRAL] 15238.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] And then, can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's two patients. The first is [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the second is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So both of them are active. The effective date is the same for both, which is [PII].
[CUSTOMER][NEUTRAL] OK, I see it say it's a limited plan, so does it um count for medical?
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] So it is a medical plan. It is as it states, a limited benefit plan. So it's just gonna pay a set amount depending upon what they're being seen for. Um, are they coming in for like an office visit?
[CUSTOMER][NEUTRAL] Um, yeah, she just came in for an office visit. Uh, they still have their Medicaid, so would you guys be their primary?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah we don't have that information you would need to ask them who is their primary and then secondary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well, I appreciate that. Thank you.
[AGENT][POSITIVE] Yeah. Not a problem. Anything else I can help with?
[CUSTOMER][POSITIVE] No, not today. Have a good one.
[AGENT][NEUTRAL] You too. Bye-bye.