AccountId: 011433970860
ContactId: 4ed974da-f215-4156-9d4e-68a1c39186dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389859 ms
Total Talk Time (AGENT): 107560 ms
Total Talk Time (CUSTOMER): 184532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/4ed974da-f215-4156-9d4e-68a1c39186dd_20250206T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi [PII]. I'm calling from a provider's office, um, on a mutual patient. They, um.
[CUSTOMER][NEUTRAL] This was a couple of years ago. The patient came in and gave us their secondary card APL, but um we don't have the clear card color. It's really dark and I didn't have a number for that. I didn't know if you could help me with the member ID number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we can definitely search for the member's ID. Do you have their name or social? I can look them up that way.
[CUSTOMER][NEUTRAL] I have the patient's name I can give you, um.
[CUSTOMER][NEUTRAL] I think that's um [PII] or [PII], let me spell it. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The last name is um [PII], I believe, or [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII]. I think it was his mother mother's um card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me take a look here and see what I can find.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Do you have the um
[AGENT][NEUTRAL] The policy holder themselves, like the mother's first name or just his name?
[CUSTOMER][NEUTRAL] Um, so I'm looking at the card and her name is [PII].
[AGENT][NEUTRAL] Uh, so,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Is it [PII]?
[CUSTOMER][NEUTRAL] I have like a group number.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK. Let me try that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right. So I was able to locate the member's policy number um.
[AGENT][NEUTRAL] Let's see, the effective date for the active policy is 8-1-24. I don't know if you need the one prior to that for a different date of service.
[CUSTOMER][NEUTRAL] Well, let me see.
[CUSTOMER][NEUTRAL] Um, I think on here said effective date, no, [PII], um, and the patient came in, I think it was in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The first initial out was 2 I'm sorry, [PII] it it should still be good, yeah.
[AGENT][NEUTRAL] OK. So the active policy number and at that time was 206.
[CUSTOMER][NEUTRAL] 206.
[AGENT][NEUTRAL] 9594.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 9594.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it doesn't have any um like letters or anything like that?
[AGENT][NEUTRAL] No, just numbers.
[CUSTOMER][NEUTRAL] OK, so, and this is for the medical coverage?
[AGENT][NEUTRAL] Mhm, this is their secondary plan.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, is there a way that they have, um, like you have like a copy of the card?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, yeah, absolutely.
[CUSTOMER][NEUTRAL] I don't know if you can email it to my um.
[CUSTOMER][POSITIVE] Yeah, of course, I, I'm gonna, I'll probably have you.
[AGENT][NEUTRAL] Yeah, absolutely. Let's see, 002.
[AGENT][NEUTRAL] Uh, what is a good email for you?
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] Williams with an S.
[CUSTOMER][NEUTRAL] At Nova
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That that way I can send it to our our billing department. They said the card was not scanned clear and the patient is no longer active.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yeah, absolutely. OK.
[CUSTOMER][NEUTRAL] So they can probably reprocess and not feel the patient.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm like, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The patient is not here.
[CUSTOMER][NEUTRAL] Yeah, because the card was scanned in, but it, it cut off like all the, the health benefit numbers on the box.
[AGENT][NEUTRAL] Oh, I gotcha. OK. Let's see.
[CUSTOMER][NEUTRAL] Yeah, I see the patient's name, the family coverage, the group name effective date, and I see med link select group, and then I guess whatever the other side is, is. I was like, oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That doesn't help at all.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Right, OK, I just sent that over to you so it should be coming through here any moment.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, I think I just updated that with them and then I'll get back. I will reply back to our central that card scan that we process.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] Perfect. Thank you. Thank you so much. Um, I think that's all that I needed.
[AGENT][POSITIVE] OK. All right, sounds good. Well, thank you for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Take care. Bye-bye.