AccountId: 011433970860
ContactId: 35ca3dfb-d86c-4c8e-8e2d-bd89ef97db87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238339 ms
Total Talk Time (AGENT): 93240 ms
Total Talk Time (CUSTOMER): 80390 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/35ca3dfb-d86c-4c8e-8e2d-bd89ef97db87_20250312T13:54_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Cigna client services. How are you doing today?
[AGENT][NEUTRAL] No, I'm good, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I am doing good, thank you. I am just trying to get some some uh information on a patient's policy to try to determine primacy.
[AGENT][POSITIVE] Yeah, how can I help you?
[AGENT][NEUTRAL] OK, you're needing information, benefit information on a policy?
[AGENT][NEUTRAL] Or eligibility.
[CUSTOMER][NEUTRAL] Um, eligibility information.
[AGENT][NEUTRAL] Yes, I can help you with eligibility and what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Uh, let me see if that was on the claim.
[CUSTOMER][NEUTRAL] It may be 022-03959 ML 7.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] And I'm, I'm really sorry, what is your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thanks, [PII].
[AGENT][NEUTRAL] You're welcome, and any information that I provide, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that he is the spouse of the subscriber on the supplemental policy.
[AGENT][NEUTRAL] And this supplemental policy is active with an effective date of [PII].
[AGENT][NEUTRAL] This is not major medical insurance again, it is only a supplemental policy.
[CUSTOMER][NEUTRAL] OK, um, so it's not Medicare.
[AGENT][NEUTRAL] No, it is not. This is a supplemental to the private.
[AGENT][NEUTRAL] Major medical.
[CUSTOMER][NEUTRAL] Alright, I spoke with the Medicare verification line and they said he does have Medicare Part A as well, um, so.
[AGENT][NEUTRAL] We show his primary insurance.
[CUSTOMER][NEUTRAL] I like
[AGENT][NEUTRAL] I mean, according to this, you know, he's on this policy and under this policy, we show as to be, yeah, let me verify that.
[CUSTOMER][NEUTRAL] Cigna.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, so it is a supplemental policy.
[AGENT][NEUTRAL] Yes, this is not a
[AGENT][NEUTRAL] Yes, it is not supplement to Medicare.
[CUSTOMER][NEUTRAL] And you guys don't have any indication that he has Medicare?
[AGENT][NEUTRAL] No, ma'am. This is only related to his Cigna coverage. Uh-huh.
[CUSTOMER][NEUTRAL] Just Cigna.
[CUSTOMER][NEUTRAL] Yeah, OK, well, well, Medicare told me he has Part A, so I guess it looks like we are not gonna be able to determine this until he provides us with more information. So I will go from here then. Thank you, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, well, you're certainly welcome and again thank you for calling APO I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.