AccountId: 011433970860
ContactId: 1c56aecb-38de-4a60-a5b7-cb86ebdcfb7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121910 ms
Total Talk Time (AGENT): 52738 ms
Total Talk Time (CUSTOMER): 55533 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/1c56aecb-38de-4a60-a5b7-cb86ebdcfb7f_20250311T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Ashner Kidney Care. We are a dialysis provider and I have a patient here that presented this card. Um, I'm trying to verify pharmacy benefits.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] [PII] a callback number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, policy number, I see the member ID number, the group number and the plan name which one of those do you need?
[AGENT][NEUTRAL] Um, what's the member ID number?
[CUSTOMER][NEUTRAL] 232-0076
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I see the effective date is [PII]. The policy is still active, and this is a policy for secondary gap insurance, um, and pharmacy is not covered under this policy. It's for medical benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, so this looks like there's two, plans on this card. This one was listed as secondary health plan American Public Life. She also has listed primary health plan allied benefit system. Is that possibly her drug coverage portion then?
[AGENT][NEUTRAL] Um, you would need to contact that company. That's a different company.
[AGENT][NEUTRAL] She only has, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.