AccountId: 011433970860
ContactId: 0b0e7b11-751f-4176-ac82-69b10b4b4b3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220889 ms
Total Talk Time (AGENT): 89178 ms
Total Talk Time (CUSTOMER): 100669 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0b0e7b11-751f-4176-ac82-69b10b4b4b3e_20250408T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], good morning. My name is [PII] and I'm calling from a provider's office.
[CUSTOMER][NEUTRAL] And I would like to one verify benefits and then also confirm your mailing address.
[AGENT][POSITIVE] Of course I can get uh check those benefits and give you that mailing address, um, and I said, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] For claims.
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And then uh do you have that policy number?
[CUSTOMER][NEUTRAL] I have 253-380-1.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEGATIVE] I have a Mr. [PII]. I know I'm gonna mess his name up, [PII], uh, [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. And it's uh, so this policy is active. Effective date was [PII]. And just so that you are aware, this is a cancer policy, um.
[AGENT][NEUTRAL] Yes, and then I can let's see, were there particular benefits we were needing to look at?
[CUSTOMER][NEUTRAL] Uh, I know that he has a primary, so this is listed as a secondary. I would like to confirm, um, I know that the patient shirts, he does not have a tangible card, but he provided me with again the, the member ID, and I googled your claims address of a [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, that, that is older, um, I can give you our current address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is [PII] it it is, yes.
[CUSTOMER][NEUTRAL] Is it a [PII] as well? Yes ma'am.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] May I ask you to repeat the zip once more?
[AGENT][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I've also got a uh fax number as well if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No ma'am, I think I transposed number [PII] um no I think that's fine so I have [PII], and the zip code of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yay, OK, because I definitely had messed those numbers up, uh.
[CUSTOMER][NEUTRAL] I think that does it and I did notate the effective date [PII]. I'm gonna write that on his piece of paper.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you all utilize like a.
[CUSTOMER][NEUTRAL] A service verifier or is it just like just speaking with uh someone on the other end like do you all utilize the availity or anything like that?
[AGENT][NEUTRAL] I'm honestly not sure don't think we've run across that before.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, well that does it for me thank you so much I appreciate your help.
[AGENT][POSITIVE] Alright, yeah, no worries, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.