AccountId: 011433970860
ContactId: 422d39f9-80cb-4721-bc7a-81dd6b10e3d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153149 ms
Total Talk Time (AGENT): 67349 ms
Total Talk Time (CUSTOMER): 69418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/422d39f9-80cb-4721-bc7a-81dd6b10e3d3_20250122T21:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII]. I'm calling from a provider's office with Hogue Medical Group, and we have a patient that has a secondary listed as the American Public Life Med link select group supplement.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So just confirming eligibility.
[AGENT][NEUTRAL] All right, mate, not a problem. What is the patient's policy number that you have?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] Just give me 1 2nd.
[CUSTOMER][NEUTRAL] The name, the group number coverage family let me look somewhere else hold on.
[AGENT][NEUTRAL] No worries. If, if you have the card, it says like in hospital or outpatient certificate number on it.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I see a member ID somewhere else it looks like it may be 255-0882.
[AGENT][NEUTRAL] Let me try that and see what that does 255-088-2.
[CUSTOMER][NEUTRAL] That's not a
[CUSTOMER][NEUTRAL] 255-088-2 and if that doesn't work I'll look at the card again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So patient plan is active. That is the policy number, that number you gave me. Uh, the effective date on this is 8-1-24. We are the secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then as a secondary does it act as an HMO or is it fine with her primary that she has which I think I.
[AGENT][NEUTRAL] Yeah, I just follows coordination from the primary.
[CUSTOMER][NEUTRAL] Verified
[CUSTOMER][NEUTRAL] OK, which I have is the Blue Shield and then is there a reference number?
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][POSITIVE] Cool
[AGENT][NEUTRAL] Yeah, absolutely. So call reference is going to be my name with my last initial than today's date. My name again is [PII], that's [PII] Last initials my name is [PII].
[CUSTOMER][NEUTRAL] And then today is the [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, so I will have this listed in there and thank you again.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.