AccountId: 011433970860
ContactId: 4af36b34-46bc-468b-ac8f-a9bce0d4d4db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221539 ms
Total Talk Time (AGENT): 110414 ms
Total Talk Time (CUSTOMER): 54136 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/4af36b34-46bc-468b-ac8f-a9bce0d4d4db_20250226T21:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm with Redwood Regional Hospital. I am in patient registration. I was just calling to verify an insurance.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Eligibility and benefits please.
[AGENT][POSITIVE] Yes ma'am, I can help you with both things and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, give me one second let me find the rest. [PII]. I always lose our phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 02598051.
[AGENT][NEUTRAL] OK, thank you one moment [PII], while I get the member's information I'll pulled up please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is this for medical or is this dental?
[CUSTOMER][NEUTRAL] This is medical.
[AGENT][NEUTRAL] Or medical. OK.
[AGENT][NEUTRAL] Alright, so first off, [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Now, the policy number you provided for me is a dental policy, and it should say dental on her ID card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this is, so let me see. There's a different policy number for the limited benefit plan that they have, so give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause that policy number, yeah, that you gave me is dental only.
[AGENT][NEUTRAL] OK, so she is the spouse of the subscriber on this limited benefit plan and it is active. The policy number, [PII] for it is 2598049.
[AGENT][NEUTRAL] And it has an effective date of [PII].
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And you said that you also needed benefit information?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] No, it should be good. She's just get an X-ray so it should be good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so when the claim, once the claim has been processed with APO, we do have a portal [PII] that you should be able to check claim status in.
[AGENT][NEUTRAL] And that website for our portal is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Well, if that's all I can help you with, reference number, use my name in today's date.
[CUSTOMER][NEUTRAL] And what's a good um reference name for you?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, and what was your name again? Sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.