AccountId: 011433970860
ContactId: 2133b34b-fee4-456a-8169-1e6a4c54d713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293920 ms
Total Talk Time (AGENT): 103383 ms
Total Talk Time (CUSTOMER): 132902 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/2133b34b-fee4-456a-8169-1e6a4c54d713_20250106T14:52_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from the business office of Del Rey Medical Center. I'm trying to verify the patient eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with eligibility today, ma'am. Do you have that policy number handy?
[CUSTOMER][NEUTRAL] Yeah, give me one second. I'm sorry, what's your name so I can address you properly.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] You betcha. My name is [PII]
[CUSTOMER][POSITIVE] Thank you, A. Uh, give me a second. Let me get it for you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Patient.
[CUSTOMER][NEUTRAL] Oh, just hold on for that.
[CUSTOMER][NEUTRAL] Are we able to do a name search? because I'm not showing the patient have an ID number.
[AGENT][NEUTRAL] Uh, yeah, I can try searching for them by their first and last name. Would you be able to give me their first name first?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you know the city and state that [PII] would have as his address?
[CUSTOMER][NEUTRAL] Let me see. Give me a second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Oh, we don't, we don't have a.
[CUSTOMER][NEUTRAL] Driver license, let me see his address.
[CUSTOMER][NEUTRAL] I have [PII] [PII], it looks like [PII].
[AGENT][POSITIVE] Perfect, thank you. So this one's gonna be him, I bet. And would you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much, Ms. [PII]. I do have him right here. I have, and I'm so sorry, I probably should have asked this a moment ago, but do you mind if I get a good callback number from you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, yeah. My direct line is [PII].
[AGENT][NEUTRAL] Perfect. And then do you want me to give you his policy number so you have it on file?
[CUSTOMER][POSITIVE] Yeah, I'm ready, Ali.
[AGENT][NEUTRAL] OK, it is 02475958.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] My pleasure. And what is the date you want eligibility. I was thinking a claim status, my bad, I'm sorry. Um, your patient is current and active. I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Inactive. Yeah, so it's inactive.
[AGENT][NEUTRAL] He is active
[CUSTOMER][NEUTRAL] Oh, active. Is this the
[AGENT][NEUTRAL] No, he, mhm.
[CUSTOMER][POSITIVE] So sorry. OK. I'm so sorry to interrupt. Is it inactive or active?
[AGENT][NEUTRAL] Active.
[CUSTOMER][NEUTRAL] OK. And we have a date of service here. I don't know if we are able to send them the claim. The date of service is [PII].
[AGENT][NEUTRAL] He would have been active at that time. His effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. So, is this his primary insurance only?
[AGENT][NEUTRAL] No, we are his secondary insurance.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Are you showing uh other insurance in the system?
[AGENT][NEUTRAL] Let me take a look and see if we have one listed on file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] What I have on my side is that they have Cigna.
[AGENT][NEUTRAL] Yes, Cigna is major medical.
[CUSTOMER][NEUTRAL] Yeah, I have Cigna also.
[CUSTOMER][NEUTRAL] So, this is not the patient primary.
[AGENT][NEUTRAL] No, we're a secondary. We're a supplemental insurance, so we help pick and pay up on co-pay, co-insurance and the deductible left behind by the major medical.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, so thank you very much. Just need to verify.
[AGENT][POSITIVE] Oh, it's my pleasure. Is there anything else I can do for you my friend?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's about it. I thank you very much.
[AGENT][POSITIVE] OK, perfect. Hey, it's my pleasure. Thank you so much for giving us a call at APL and you have a great day.
[CUSTOMER][POSITIVE] You too. You take care. Bye-bye.
[AGENT][NEUTRAL] Bye bye.