AccountId: 011433970860
ContactId: 016acb29-269f-4562-bd4d-653c29d23e2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443619 ms
Total Talk Time (AGENT): 127007 ms
Total Talk Time (CUSTOMER): 103310 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/016acb29-269f-4562-bd4d-653c29d23e2a_20250501T17:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], uh, sorry, I thought you were asking for my name. I need to check the status of the eligibility for a patient here.
[AGENT][POSITIVE] OK, well, [PII], I'll be more than happy to assist you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] D as in dog 43731173.
[AGENT][NEUTRAL] Thank you. And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] No, I don't, so that's why I was trying to call for eligibility.
[AGENT][NEUTRAL] OK, the reason I'm asking is because that the number is for 90 degree benefits, so we can't use their number. Um, do you have the member's full social or the first and last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I have the social and her first and last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the social whenever you're ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Just to make sure I have it right, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Um, nothing's coming up with the social. I can search it by name.
[CUSTOMER][NEUTRAL] OK, let's try that and then if that doesn't work then I guess I'll call 90 degree benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And this is for her medical policy, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I believe I just found her hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What just happened? [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait and thank you for verifying her information. Um, all the information provided is a verification of benefits, not a guarantee of payment. So her policy number with APL is 259.
[AGENT][NEUTRAL] 3382.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said 259-3382?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the policy has been active since [PII].
[CUSTOMER][NEUTRAL] [PII] you said or [PII], OK.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and where is a good place to file her claims to?
[AGENT][NEUTRAL] So her claims go to IMA like Igloo, Mary, Alpha.
[AGENT][NEUTRAL] The PO box is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 04
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and I'm assuming those can also be sent electronically though, correct?
[AGENT][NEUTRAL] Yes, and the payer ID is 64556.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6456 OK.
[AGENT][NEUTRAL] You got 645-556?
[CUSTOMER][NEUTRAL] Yes, and then I'm gonna just read her number back over to you again. The policy number is 259-633-82.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. 2593382.
[CUSTOMER][NEUTRAL] 3382.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, I will get that updated and I will get her claim sent out to you.
[AGENT][NEUTRAL] All right. Well, was there anything else I could oh I'm sorry.
[CUSTOMER][NEUTRAL] Do we have a.
[CUSTOMER][NEUTRAL] A reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you