AccountId: 011433970860
ContactId: 2733caea-8657-4b4e-a79b-3cf7afc924f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175460 ms
Total Talk Time (AGENT): 56589 ms
Total Talk Time (CUSTOMER): 74650 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2733caea-8657-4b4e-a79b-3cf7afc924f3_20250305T14:36_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] Hey, um, I am calling from a hospital and I need to check a patient's eligibility and benefits.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely my name is [PII]. Last name [PII] is [PII].
[CUSTOMER][NEUTRAL] And a good phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][POSITIVE] Of course you can let me get that for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is let me get it off of his card, it is.
[CUSTOMER][NEUTRAL] 02359305
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK, it should be for [PII].
[AGENT][NEUTRAL] Thank you for that and I do have him here. Can you verify the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, did you want to go over benefits as well?
[CUSTOMER][NEUTRAL] Yes, and is this is primary insurance or is this the secondary?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] This is a secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and are you able to.
[CUSTOMER][NEUTRAL] See if a certain CPT code requires authorization.
[AGENT][NEUTRAL] So none of our policies require authorization um or pre-set because we're not a major insurance company.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] Alright, nice, and what's your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Alright, that's really kind of all I needed since this he has a secondary he's not gonna have any estimate with us, so, um, I don't necessarily need complete benefits. I just wanna make sure he was still active, everything was good. Um, do you have some type of call reference for me?
[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] Alright, I'll do that thank you that's all I needed.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.