AccountId: 011433970860
ContactId: 062c9ddf-4097-4c2c-a02c-033d8161f452
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192500 ms
Total Talk Time (AGENT): 71457 ms
Total Talk Time (CUSTOMER): 81683 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/062c9ddf-4097-4c2c-a02c-033d8161f452_20250116T14:18_UTC.wav
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[AGENT][NEUTRAL] Contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] I can help with eligibility. [PII], what's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yes. One moment.
[CUSTOMER][NEUTRAL] It is a
[CUSTOMER][NEUTRAL] 22719
[CUSTOMER][NEUTRAL] One moment. It is 02283843.
[AGENT][NEUTRAL] OK, um, so it's 02283843. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is right.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] with extension [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Thank you. I appreciate that. Um, the policy went into effect on [PII]. Uh, it is, um, active. Is there anything else at all that I can tell you about the policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, and is there any termination date?
[AGENT][NEUTRAL] OK, I'm not showing that it's termed. I'm showing that it's still active.
[CUSTOMER][NEUTRAL] OK. Is there any future termination? Actually, the date of service is uh [PII].
[AGENT][NEUTRAL] I'm not showing a future, uh, um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK. And may I know it is a primary or secondary to this patient?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is a secondary insurance?
[CUSTOMER][NEUTRAL] OK. And the patient having a primary insurance is a Medicare NBA, right?
[AGENT][NEUTRAL] Yeah, I'm not showing that it's termed. I'm, I'm showing that it's still going to be active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] The primary insurance is a Medicare A&B, right?
[AGENT][NEUTRAL] Uh, let me just check.
[AGENT][NEUTRAL] It's, uh, the primary insurance looks like that it's Aetna.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] It's [PII] and we're gonna use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] Before that, I do have one more question. Could you please help?
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02496786.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is on [PII].
[AGENT][NEUTRAL] Yes, uh, I do see that that policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you.
[AGENT][NEUTRAL] Do you need the, do you need anything else on this individual?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] No, that's all for the day. Thank you for your help.
[AGENT][POSITIVE] OK, thank you for contacting APL. You have a very good day. Thank you.
[CUSTOMER][NEUTRAL] Yeah bye.