AccountId: 011433970860
ContactId: 49c531ad-cedb-43bb-b38f-733c2ad6ee8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141570 ms
Total Talk Time (AGENT): 56847 ms
Total Talk Time (CUSTOMER): 82572 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/49c531ad-cedb-43bb-b38f-733c2ad6ee8b_20250107T13:48_UTC.wav
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[CUSTOMER][NEUTRAL] But.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] with Lexington Family Medicine in [PII]. Um, I'm calling to verify a patient's eligibility, uh, with this insurance.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02217767.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is [PII] and last name is [PII].
[AGENT][NEUTRAL] Thank you. And then just the date of birth.
[CUSTOMER][NEUTRAL] Uh, the date of birth is, uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] All right, mhm.
[AGENT][NEUTRAL] Did you need to go over benefits or anything or just the eligibility?
[CUSTOMER][NEUTRAL] Just the eligibility. I'll let the let the billing department handle that part. I just need that he's eligible.
[AGENT][NEUTRAL] OK. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Are
[CUSTOMER][NEUTRAL] Um, well, actually there is, do you know, um, how long, I guess, I guess we don't, uh, is it just like other insurances with y'all? It's like a year, you know, they have it for a year and then after that they drop off or is it they pay monthly, um, it's like verification monthly, you know what I'm saying?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, so this is actually through their employer. It's a group um policy, so we don't have like a, like a future lapse date or anything as long as they're with the company, it comes out of payroll.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Got you. Alright, just like most insurances, OK, alright, well thank you very much you've been most helpful.
[AGENT][POSITIVE] Well, I'm glad I could assist you and thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.