AccountId: 011433970860
ContactId: 2044fb43-b6d8-4911-b022-ba57c2997673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185380 ms
Total Talk Time (AGENT): 64682 ms
Total Talk Time (CUSTOMER): 73321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/2044fb43-b6d8-4911-b022-ba57c2997673_20250109T18:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling you from Ellis Hospital. I do have a member to check for the eligibility eligibility and COB information.
[AGENT][POSITIVE] OK, I'd be happy to assist with the eligibility, uh, today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] 242-1386
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 1330.
[CUSTOMER][NEUTRAL] 836 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's full name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Actually, this plan is a secondary to signal. This is supplement plan and it is secondary to signal, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Is there any tertiary policy for this member?
[AGENT][NEUTRAL] Is there a what policy?
[CUSTOMER][NEUTRAL] Is there a third policy which is tertiary policy for a member?
[AGENT][NEGATIVE] I don't understand the question.
[CUSTOMER][NEUTRAL] You said, uh, I can see here Cigna is primary and American Public Life is secondary, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Is there any other policy after American Public Life, which is a third policy?
[AGENT][NEUTRAL] We don't have that information. You, you would have to ask the customer, we, we don't have that information, we don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Could you please transfer the call to that department?
[AGENT][NEUTRAL] I don't understand. If they have other coverage, it's with the whole entirely different company, but we don't know.
[AGENT][NEUTRAL] So you'll have to ask the customer, do they have a 3 insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have to call the patient and ask for the COB, right?
[AGENT][NEUTRAL] Correct, cause we don't know of any other insurance that they have outside of their major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], that's it for now I guess. Can I get the call last name initial and the call reference number for this conversation?
[AGENT][NEUTRAL] Um, last initial is [PII], and the reference is just my name and today's date and time.
[CUSTOMER][NEUTRAL] OK, may I know the time there?
[AGENT][NEUTRAL] It is [PII] Central.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for your assistance and have a good day.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.