AccountId: 011433970860
ContactId: 2826ea00-f896-4805-8459-5e29141aea79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271559 ms
Total Talk Time (AGENT): 78844 ms
Total Talk Time (CUSTOMER): 110899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/2826ea00-f896-4805-8459-5e29141aea79_20250613T20:42_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I am, uh, a medical office and I was just trying to verify some information on a patient and I was wondering what because I can't get it to verify on my, my end and I was wondering and I needed help what package I need to put it in to try to get it verified so I wouldn't have to call every time.
[AGENT][NEUTRAL] OK, let's take a look. Do you have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, are you ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's D as in dog, 445-049997.
[AGENT][NEUTRAL] Did the patient by chance give you the card or no?
[CUSTOMER][NEUTRAL] Yes, I have the card. I just.
[AGENT][NEUTRAL] Do you see anything on there that says certificate number?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Certificate number.
[CUSTOMER][NEUTRAL] Um, I don't see a certificate number, no.
[AGENT][NEUTRAL] OK, let's try by name because I can't pull them with that number unfortunately. Do you have their name or social?
[CUSTOMER][NEUTRAL] Is it like um
[CUSTOMER][NEUTRAL] Um, it's, it's [PII].
[AGENT][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Go ahead, [PII] of.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] ENS 61266.
[AGENT][NEUTRAL] What's the first name again?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do they live in [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] This is just a weird one because I don't know.
[CUSTOMER][NEUTRAL] It has so much on the card.
[AGENT][NEUTRAL] OK, um, so let me give you the policy certificate number, so you have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be 02.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 02635019.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, patient is active. Their effective date on here is [PII].
[AGENT][NEUTRAL] It's a limited benefit plan, so it's gonna pay a set amount depending upon what patients being seen or treated for. Do you need like claims info, where to send it?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, I was just really, um, needing to know how I needed so um what how to put it into our system and like what package to choose because I can't find the right one. The ones that I've been choosing, it won't verify, so I was trying to see if there was a way if I was putting in the right package or not.
[CUSTOMER][NEUTRAL] Because I don't know if it should go through 90 degrees benefits or multi-plan or.
[CUSTOMER][NEUTRAL] IMA or what?
[AGENT][NEUTRAL] Yeah, so claims go to IMA.
[AGENT][NEUTRAL] For this particular plan and their payer ID is 64556.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, 6.
[CUSTOMER][NEUTRAL] 6 OK, alright, well I'll play around with it and see what I can get and I'll put the certificate number in there too, but uh but he, he is active, correct?
[AGENT][NEUTRAL] Mhm, yeah, he is active and yeah try that, try that number instead of that medical ID number because we can't access him with that so try the 02 number see if that works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alrighty thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Oh, you