AccountId: 011433970860
ContactId: 0cc126b4-c59c-4e30-97c6-7f3ac533bcd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166630 ms
Total Talk Time (AGENT): 65490 ms
Total Talk Time (CUSTOMER): 47660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0cc126b4-c59c-4e30-97c6-7f3ac533bcd2_20250326T12:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning, and I was just calling to verify the policy for mutual patient is active and we are in network with you guys.
[AGENT][NEUTRAL] OK, I can definitely um check the policy eligibility for you in the network. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02496247
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, so this particular policy is no longer active. Um, it turned on [PII], but there is an active policy that became effective [PII]. Um, let me get that policy number for you. Hold on one moment.
[AGENT][NEUTRAL] And that policy number is 258.
[AGENT][NEUTRAL] 9673.
[CUSTOMER][NEUTRAL] But it is still American public life.
[AGENT][NEUTRAL] Yes, it's just a different policy, the other policy terms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got that.
[AGENT][NEUTRAL] And then in terms of the network, um, this is their secondary insurance, so there's no network for us. We apply to the co-pay, deductible and co-insurance after primary. If primary does not apply to the claim, we can't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][MIXED] OK, but the policy is active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and you said that new one is active as of [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, perfect. Well, [PII], I appreciate your help. um, that's all the questions that I have. Thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. You also, and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.