AccountId: 011433970860
ContactId: 0f573c74-da9b-4a74-9ffb-e0f93c1eb38b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219419 ms
Total Talk Time (AGENT): 114862 ms
Total Talk Time (CUSTOMER): 71337 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/0f573c74-da9b-4a74-9ffb-e0f93c1eb38b_20250103T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling just to see if a patient has coverage, medical coverage.
[AGENT][NEUTRAL] OK, you're just wanting to verify if the policy is active or not?
[AGENT][NEUTRAL] Or do you also need benefit information?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] No, just to see if it's active we just have a card.
[AGENT][POSITIVE] Sure, I can help you with that.
[CUSTOMER][NEUTRAL] Um, with like the benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not sure what this part is for honestly it says preventative services but.
[AGENT][POSITIVE] Yes, ma'am, I can help.
[AGENT][NEUTRAL] OK, I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm with Blanchard Valley Patient Access.
[AGENT][NEUTRAL] OK. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It's D as in David 404-08751.
[AGENT][NEUTRAL] OK, now that is not an APL policy number, that would be a 90 degree benefit number.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Do you know if they all some of these members have?
[CUSTOMER][NEUTRAL] And that that's too.
[CUSTOMER][NEUTRAL] That's who I talked to first and then she transferred me to you. I do have notes in this patient's information of a different ID number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So what is that number?
[CUSTOMER][NEUTRAL] So it'd be [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information provided would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this limited benefit plan and it is showing as active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK and then do you know like who we submit claims to?
[AGENT][NEUTRAL] Claims would be submitted on this policy to IMA.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the payer ID would be 64556.
[AGENT][NEUTRAL] And then once the claim has been processed, we do have a portal that you can check claim status and have access to the explanation of benefits and our portal website is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you need to register for that site, you know?
[AGENT][NEUTRAL] You would, uh-huh, you would just go under um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The uh I think it's a dental or medical provider from either way, it's both of those terms. Select that and then you would just um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Answer the questions and create your username and password.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, that's all I needed then.
[AGENT][POSITIVE] OK. All right. Well, that's all that I can help you with. Thank you again for calling APL and I hope that you have a very nice weekend.
[CUSTOMER][POSITIVE] You too ma'am thank you.
[AGENT][POSITIVE] OK, [PII], thank you.
[CUSTOMER][NEUTRAL] Um bye.
[AGENT][NEUTRAL] Bye-bye.