AccountId: 011433970860
ContactId: 25938af3-50dd-4009-9013-20346b991989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195529 ms
Total Talk Time (AGENT): 80053 ms
Total Talk Time (CUSTOMER): 106713 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/25938af3-50dd-4009-9013-20346b991989_20250410T21:59_UTC.wav
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[CUSTOMER][NEUTRAL] Said something about that.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, your name cut out. I'm sorry?
[AGENT][NEUTRAL] That's OK, it's [PII]
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII]. I'm calling from Intermountain Health Cherry Creek Family Practice in [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, our direct line to this clinic is [PII].
[AGENT][NEUTRAL] OK, thank you, and then do you have that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is it the one that says outpatient benefit cert number?
[AGENT][NEUTRAL] That's it, yes.
[CUSTOMER][NEUTRAL] OK, so that is 022846.
[CUSTOMER][NEUTRAL] 30.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The member who has the appointment is [PII].
[AGENT][NEUTRAL] OK. Do you have the date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] Secondary policy, got it. OK, um, OK, perfect. Uh, let me see, and so it's under.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] American Public Life and it says plan is Medlink select group medical supplement so does that mean like is it like.
[AGENT][NEUTRAL] Yes, that's the plan name.
[CUSTOMER][NEUTRAL] Um, anything like an HMO or HSA or anything like that or it's just its own thing?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, it is kind of its own thing, um, it is very dependent on major medical, it follows major medical guidelines, so as long as they're willing to pay this policy can if they're not, this policy can't so no authorization is required, it just follows major medical.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Perfect. OK. And is there a reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all for today. I appreciate your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] And you too take care bye bye.
[AGENT][POSITIVE] Thank you. You too. Bye bye.