AccountId: 011433970860
ContactId: 185be59e-ec31-4e1a-904b-50a0b1d1d41a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205070 ms
Total Talk Time (AGENT): 86650 ms
Total Talk Time (CUSTOMER): 108544 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/185be59e-ec31-4e1a-904b-50a0b1d1d41a_20250404T20:28_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII] with University physicians billing office. I'm trying to see if you can help me with uh verification of coverage on a member.
[AGENT][NEUTRAL] Yes, I can help you with the eligibility of a patient. Misty, what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] OK, it's direct [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And if our call gets disconnected, I will call you back. Um, can I please, you're welcome. Can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] OK, I appreciate that.
[CUSTOMER][NEUTRAL] OK. Her name is [PII]. Date of birth [PII], and the ID number that I'm showing is 00106123.
[AGENT][NEUTRAL] OK, that was 001. What was the rest of the number 001.
[CUSTOMER][NEUTRAL] 06123
[AGENT][NEUTRAL] 123.
[AGENT][NEUTRAL] So let's look up that number real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do have [PII]. Um, she does have an active policy with us, and her effective date is [PII].
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][NEUTRAL] Yes, and this is a cancer policy.
[CUSTOMER][NEUTRAL] OK, let me ask you.
[CUSTOMER][NEUTRAL] 0, 31396. OK, well, now see they gave us this.
[AGENT][NEUTRAL] No,
[AGENT][NEUTRAL] 313 of 86.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] 1986. She'd been there a while.
[CUSTOMER][NEUTRAL] Oh wow, right, OK, and you said it's a cancer policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, let me ask you this then, is this like a policy that's set that benefits are assigned to the patient or how does, how does that work? Because it looks like this is cancer related, but we have this listed as a secondary policy.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and you can send in claims if you send in the claims and the benefits will go to you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't assign it to the.
[CUSTOMER][NEUTRAL] Would be secondary, right?
[AGENT][NEUTRAL] Right, and we don't assign it well it's not a secondary insurance, it's just a stand alone cancer policy. It's just not.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, got you. OK. So, um, and let me see, the insured on it is, hold on.
[CUSTOMER][NEUTRAL] Uh, is her husband the insurance subscriber?
[CUSTOMER][NEUTRAL] Or is she the insurance subscriber?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] She's the spouse.
[CUSTOMER][NEUTRAL] OK, so she's on Mr. [PII]'s policy. That's what I needed. OK, let me see who what's going on because she has a primary insurance, but they're denying it saying she's covered by something else, primary, so we were just thinking maybe it was this one and we know now that's not the case. So let me reach out to her and see what's going on, but I do appreciate you taking my call.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh, it's no problem at all, [PII]. If you need anything else, please always feel free to pick up the phone, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate you have a good one.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You have a good weekend and thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] OK thanks bye bye.