AccountId: 011433970860
ContactId: 0357a479-88e6-4824-b325-763d8c990c54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192720 ms
Total Talk Time (AGENT): 74392 ms
Total Talk Time (CUSTOMER): 109859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0357a479-88e6-4824-b325-763d8c990c54_20250219T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I'm calling from Alamorada Medical Center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have a patient that just now showed us they had a secondary insurance because we applied their first insurance and they wanna know why we didn't apply their second well, because we didn't have it. So I just need to make sure that we're in network with them and if they still had this insurance back in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can verify eligibility, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Well, they only, they gave me, it says group number.
[AGENT][NEUTRAL] Mhm. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] They sent me a paper that says their name coverage individual group number 23755 effective date [PII].
[CUSTOMER][NEUTRAL] That's all I got.
[AGENT][NEUTRAL] Uh, at the bottom, do you see an in-hospital or outpatient benefit number?
[CUSTOMER][NEUTRAL] I, I do, I do.
[AGENT][NEUTRAL] OK, either one of those.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] 02469012
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 7.
[AGENT][POSITIVE] Awesome thank you so much.
[CUSTOMER][NEUTRAL] Or 8
[AGENT][NEUTRAL] Yeah, because it's it's the same number except for [PII] or 8. Yes, ma'am.
[CUSTOMER][NEUTRAL] I didn't know, I
[CUSTOMER][NEUTRAL] OK, I, I was like, well, I don't even know how to put this in the system because
[CUSTOMER][NEUTRAL] I don't even know if we take it.
[AGENT][NEUTRAL] OK, uh, Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and I'm gonna spell the last name, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sure she does have a policy with us effective [PII], and you said date of service was in [PII]?
[CUSTOMER][NEUTRAL] Yeah, it was in [PII].
[AGENT][NEUTRAL] Oh, yeah, her policy wasn't effective until [PII] and that is active.
[CUSTOMER][NEUTRAL] So in [PII] she didn't have this policy?
[AGENT][NEUTRAL] Uh, no, ma'am. I don't sure if she had any coverage with us in [PII].
[CUSTOMER][NEGATIVE] OK, then I'm gonna call her right now and tell her that no you did not have coverage in 23.
[AGENT][NEUTRAL] Yes, I am. Uh, is there?
[CUSTOMER][NEUTRAL] I mean, yeah, because she says I have 2 insurance. Why is it never billed? And I'm like that's because we didn't know about it and then I'm gonna let her know that I spoke to you. Can I have your name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'll just tell her that she needs to call him because she, she owes the bill. There's nothing I can do about it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, she just needs um if she needs to call her, she can, we can verify that with her when her policy became effective.
[CUSTOMER][POSITIVE] OK, alright, I will definitely give her a call thank you [PII].
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye.