AccountId: 011433970860
ContactId: 1bbf8960-ca18-41f1-baf7-3a5a825f394a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174179 ms
Total Talk Time (AGENT): 71892 ms
Total Talk Time (CUSTOMER): 65341 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/1bbf8960-ca18-41f1-baf7-3a5a825f394a_20250508T15:23_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][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I'm calling from facility. I just want to know the effective date and uh our, our facility is in-network or out of network with the member's plan. Can you inform me that?
[AGENT][POSITIVE] Sure. I'll be more than happy to help you with the eligibility in the network. And then, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you. And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah, I am ready. 01813065 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, she does have an active policy though. Um, that number is 254.
[AGENT][NEUTRAL] 94997.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And this policy has been active since [PII].
[CUSTOMER][NEUTRAL] Till, tillage, right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Yeah, member's ID is 2549497. It's right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah, authorization for this member health plan.
[AGENT][NEUTRAL] No, there's no um prior author preset required.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can you check our facilities in our uh in, in-network or out of network with this plan?
[AGENT][NEUTRAL] So this policy is the members, um, hold on one moment.
[AGENT][NEUTRAL] Is the member's secondary policy?
[AGENT][NEUTRAL] So there's no network.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we applied
[CUSTOMER][NEUTRAL] Yeah, OK. This is Me secondary. Yeah, may I know the member's primary insurance? It's United Healthcare.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much. May I get the call reference, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Yeah. OK. Thank you so much, [PII]. Bye.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][POSITIVE] No, thank you so much. Bye.
[AGENT][POSITIVE] Alright have a great day bye bye.
[CUSTOMER][NEUTRAL] Mm.