AccountId: 011433970860
ContactId: 410d59bc-b433-4dac-999f-0d64d8e158a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199320 ms
Total Talk Time (AGENT): 94220 ms
Total Talk Time (CUSTOMER): 37744 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/410d59bc-b433-4dac-999f-0d64d8e158a9_20250530T17:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to find out uh eligibility for a patient.
[AGENT][NEUTRAL] OK, you're just needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] with Providence Health.
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], what is a, um, I'm sorry, what is the member's policy number?
[CUSTOMER][NEUTRAL] 02555698.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And any information that I do provide will be a verification of benefits, that's not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] [PII], sorry, uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on this limited benefit plan and it is active, uh, [PII] with an effective date of [PII].
[AGENT][NEUTRAL] And if you all do file a claim on this policy once it's been processed, [PII], we have a portal that you should be able to check the claim status in.
[AGENT][NEUTRAL] And the website for that portal is located at [PII].
[CUSTOMER][NEUTRAL] OK and then what is a good claim mailing address to use?
[AGENT][NEUTRAL] For this member's policy, the claims would be mailed to IMA.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then are you able to tell me uh what the plan name is?
[AGENT][NEUTRAL] Again, this is a hospital indemnity limited benefit plan. It is not major medical coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] OK, well, you are certainly very welcome and is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] All right. Thanks, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.