AccountId: 011433970860
ContactId: 4a688259-b5c2-403f-8968-bb245b275fae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166100 ms
Total Talk Time (AGENT): 60778 ms
Total Talk Time (CUSTOMER): 87723 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4a688259-b5c2-403f-8968-bb245b275fae_20250121T13:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hello. Hi, um, good morning. Hi, I'm calling, uh, this is [PII] from Foster Surgical Specialist, Doctor [PII]'s office. I'm calling to verify the plan for, uh, patient that has an upcoming that has an appointment right now. Um, just wanted to know if they're in network with us and if it requires not.
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] I don't think it does because the supplement but yeah.
[AGENT][NEUTRAL] OK, I can help you with verification.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number, the member ID number?
[CUSTOMER][NEUTRAL] It says it has to it has payer ID is it that one?
[AGENT][NEUTRAL] Um, if you have a copy of their insurance card, it should be listed as a policy cert or certificate number.
[CUSTOMER][NEUTRAL] Oh here it is, so there's 2. I can give you the first one, so there's an outpatient, so I'm gonna give you um this 1 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 9961 M as in Mary, L 8.
[AGENT][NEUTRAL] Thank you. It was 02579961 [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So, last name is [PII]
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] Thank you. OK, I show this is the Metlink plan, so this coverage is secondary. So there, there's no network as far as our coverage because we're secondary to their major medical. I do show the coverage is
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] So this is your secondary insurance?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show their coverage is currently active, effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is your secondary plan.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, OK, um, so I'm guessing this one must be their primary. All right, so this only counts as a secondary, right? The American Public Life one?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, perfect. Um, can I have your name and a reference number?
[AGENT][NEUTRAL] Sure, it'd be just my name and that's [PII] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's all. So that's the reference number?
[AGENT][NEUTRAL] It'd be just my name, yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye.