AccountId: 011433970860
ContactId: 3342484b-ab38-4ac6-a2e6-1798f2d3a19a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151160 ms
Total Talk Time (AGENT): 64399 ms
Total Talk Time (CUSTOMER): 58297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/3342484b-ab38-4ac6-a2e6-1798f2d3a19a_20250411T18:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider's office to check eligibility of a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02456684.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The patient's name is [PII]. And the date of birth is [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, so actually the data service is [PII]. May I know whether the patient is active for the date of [PII]?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Not with the current policy. The previous policy number 2,236,420 was active from [PII], so it would be processed under that.
[AGENT][NEUTRAL] Uh, the date of service, [PII] was active during that time.
[CUSTOMER][NEUTRAL] God
[CUSTOMER][POSITIVE] Go, I thank you so much for the information. May I know what is the timely filing to submit a claim?
[AGENT][NEUTRAL] There's no timely filing as long as the policy was active on the data service, you can file the claim at any time.
[CUSTOMER][NEUTRAL] Got it. Thank you so much for the information and I'm done with the patient. Uh, can I have the call reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a wonderful rest of the day and happy weekend. Bye bye.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.