AccountId: 011433970860
ContactId: 14a2a31c-fe67-4c53-8b92-c69d8ce2d82f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521830 ms
Total Talk Time (AGENT): 176100 ms
Total Talk Time (CUSTOMER): 194582 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/14a2a31c-fe67-4c53-8b92-c69d8ce2d82f_20250214T21:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling I was just.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] It's, it is [PII].
[CUSTOMER][NEUTRAL] [PII]. Hi [PII].
[AGENT][NEUTRAL] Oh. Hi.
[CUSTOMER][NEUTRAL] I just need to verify eligibility.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And the policy number, [PII]?
[CUSTOMER][NEUTRAL] Is 01986316.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we're just checking the effective date and if the policy is active.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing a policy effective date.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now this shows a future lapse date of [PII], which would have been the end of [PII].
[AGENT][NEUTRAL] And I see what you've
[CUSTOMER][NEUTRAL] OK, so it's termed.
[AGENT][NEUTRAL] Yeah, but let me check it looks like they're trying to process a different policy, see where you called previously in November, which it was active at that time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold, OK? Give me a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], I haven't spoken with you in a while.
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] Look at this policy with me, um.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEGATIVE] Oh [PII], I'm sitting here trying so hard to figure out, trying to study that voice, girl. I'm like, wait a minute, I can't recognize voices. I'm getting old, girl. Now y'all know my, I can't, y'all got, you got to tell me.
[AGENT][NEUTRAL] That's was
[CUSTOMER][NEUTRAL] All right, Ms. Well, what do we got here?
[AGENT][NEUTRAL] OK, so I'm looking at two policies for the same person. It's a Medlink, uh, for both. So, 198.
[AGENT][NEUTRAL] 631 6.
[AGENT][NEUTRAL] It should be for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 198666 0 gotta turn my heater off. I'm broke into a sweat now. [PII] we, OK.
[AGENT][NEUTRAL] And I show a future lapse date on that policy of [PII].
[CUSTOMER][NEUTRAL] OK, they would they they got going on. They must have got another benefit change benefits they did. Mhm. OK, so as soon as that payment's made, that policy will term so that December payments made, OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] They do. They, they did.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so then, so then the 256-6453, I have a provider that's trying to verify benefits. So then, um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 256-6453. Just looking at the from and to date on this policy, it's the same, so that tells me we've not received premium or something like that.
[CUSTOMER][NEUTRAL] Right, the group just has not like this is all really it hadn't been that long ago. This was just taken care of. Um, let me look see what GRPMB just because I think I worked this group that's so familiar.
[AGENT][NEUTRAL] 256-6453.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, [PII] did. Something was going on with this group. We've been working on it, but um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why it sounds familiar to me, but it sure does.
[CUSTOMER][NEUTRAL] They um, yeah, no, they let me look at GRPIQ for the whole group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we got 254-42.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Wow, yeah, they, they, they've not made their January payment. Couple of people, looks like one.
[CUSTOMER][NEUTRAL] 12 people haven't got their 12 payment, but it was, yeah, the January has not been made.
[CUSTOMER][NEGATIVE] And a few other people are behind even a little bit.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so because I show that the 2566, I'm gonna go ahead and quote a benefit because it's active technically.
[CUSTOMER][NEUTRAL] Mhm it is active. They just the the the, the, uh, Wagner County just needs to pay the bills. Let's see if they pay. Let's see if they pay in arrears or anything 24542.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. OK. OK.
[CUSTOMER][NEGATIVE] And yes, so we really should have been received their January because they would have gotten their January bill at the end of January.
[AGENT][NEUTRAL] Well I.
[AGENT][NEUTRAL] 245. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So they should be getting that money into us soon.
[AGENT][NEUTRAL] OK, 24542.
[CUSTOMER][NEUTRAL] They need, uh, I, I can't tell them what to do, but they need to try so these things can get paid.
[AGENT][NEUTRAL] Uh oh, yeah, let's see.
[AGENT][NEUTRAL] Lien
[CUSTOMER][NEUTRAL] Did they get billed?
[CUSTOMER][NEUTRAL] QPHR.
[CUSTOMER][NEUTRAL] OK, yeah, so they, yeah, they're no, they have not made any payments to see where they were billed 12-19 and 126.
[AGENT][NEUTRAL] OK, and I see where you saw where they're paid in arrears on the NPL2 screen. OK.
[CUSTOMER][NEUTRAL] Right, the EMPS, yes.
[AGENT][POSITIVE] OK, got it. OK. All righty. Thank you.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Uh, you're welcome, dear. Bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][POSITIVE] All right, uh, [PII], thank you for holding. So they have a new policy number and I'll give that to you.
[CUSTOMER][NEUTRAL] OK, one second, sorry, OK, go ahead.
[AGENT][NEUTRAL] Oh, no worries. So that number is 256-645-3.
[AGENT][NEUTRAL] And this policy
[CUSTOMER][NEUTRAL] OK 2
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, 256-645-3.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy became effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, can I get a reference number?
[AGENT][NEUTRAL] Uh-huh. You'll use my name in today's date as your reference, [PII].
[AGENT][NEUTRAL] Oh NYA.
[AGENT][NEUTRAL] And first initial last name is [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much [PII]. I almost said [PII].
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too and a wonderful [PII].
[AGENT][NEUTRAL] Same to you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh bye-bye.