AccountId: 011433970860
ContactId: 10ac4482-fe69-4c5d-bb31-1d2279125459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202600 ms
Total Talk Time (AGENT): 102067 ms
Total Talk Time (CUSTOMER): 75944 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/10ac4482-fe69-4c5d-bb31-1d2279125459_20250128T21:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Florida ENT Associates, and I'm calling just to verify if a patient was active during a data service, a certain data service.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Yes, the policy number is 01691255 M like Mary L like lion 8.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. What's your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] [PII], I mean, excuse me, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Well, it looks like Germany is the insured on this medical supplemental plan, and you did say you want to know what the termination date was.
[CUSTOMER][NEUTRAL] Well, I just wanted to verify because we did submit a claim to you all, but I am showing here that the claim denied saying the patient was not active at the time of service. Was the patient active?
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Um, on April, excuse me, [PII].
[AGENT][NEUTRAL] No, ma'am, this policy, uh, supplemental policy terminated on [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am, [PII].
[CUSTOMER][POSITIVE] Oh, [PII]. Sorry about that.
[AGENT][NEUTRAL] Yes, ma'am. That's OK, no problem. I do say that they flipped to a different number though, so hang on, let me see if they were covered during that time period. Let's see.
[AGENT][NEUTRAL] Let me pull up that other policy.
[AGENT][NEGATIVE] No, this one didn't go. The next one didn't go into effect till [PII], so they did not have coverage here at all during [PII] at all.
[CUSTOMER][NEUTRAL] When did the plan become active again?
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah, so they went from [PII] with no coverage here at APL.
[CUSTOMER][NEUTRAL] OK, and what's the policy number that they're acting for for [PII]?
[AGENT][NEUTRAL] For [PII], any future claims would go to policy number 02554578.
[CUSTOMER][NEUTRAL] 02554578
[AGENT][POSITIVE] Yes, ma'am, that's correct, [PII].
[CUSTOMER][POSITIVE] Thank you. All right. And uh that's everything that I needed today. And we could, we can, OK, that's everything. Thank you so much.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] All right. Well, you're so welcome then and thank you, [PII], for calling APO and you have a great rest of your day, OK?
[CUSTOMER][POSITIVE] Yes, you too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.