AccountId: 011433970860
ContactId: 46749679-6a22-4ee9-8376-bf24668031fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243960 ms
Total Talk Time (AGENT): 94602 ms
Total Talk Time (CUSTOMER): 86554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/46749679-6a22-4ee9-8376-bf24668031fc_20250327T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from provider's office to check on eligibility.
[AGENT][NEUTRAL] OK, and how do you spell your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] yeah
[AGENT][NEUTRAL] I you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have a good callback number [PII]?
[CUSTOMER][NEUTRAL] Yes. It's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you said you needed benefits and eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 02419348 M as in Mike, L as in Lion.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Number 7.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Do you know the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII]. It's [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like the policy number you gave me has terminated, but let me see if he's got another policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got a different policy number that is active. Can I give you that number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Uh, that policy number is 2556452.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um it looks like this is not a guarantee of payment. It's a basic outline of the policy. This policy is effective and active [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4 OK.
[AGENT][NEUTRAL] And then is this for outpatient?
[CUSTOMER][NEUTRAL] And still active, right?
[AGENT][NEUTRAL] Yes, it's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, which kind of plan is this?
[AGENT][NEUTRAL] This is a secondary or supplemental policy, so it works with the primary major medical policy.
[CUSTOMER][NEUTRAL] OK, then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To pick up copay.
[CUSTOMER][NEUTRAL] And if the patient is dependent on us.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, if the patient is self or dependent?
[AGENT][NEUTRAL] Uh, the patient is the insured.
[CUSTOMER][NEUTRAL] Insure as policy.
[AGENT][NEUTRAL] Yeah, it's, it's his policy.
[CUSTOMER][NEUTRAL] OK, thank you for that. And could you please provide me the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] And also the claim mailing address?
[AGENT][NEUTRAL] Claim mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you for this. Yeah. This is what I want to know. So, for the verification, could you please provide me your name and conference number?
[AGENT][NEUTRAL] Uh, call reference number will be my name. It's [PII]. It's [PII] Last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] it. So thank you, [PII]. Thank you for service and have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.