AccountId: 011433970860
ContactId: 55d29913-45ab-4f5d-940e-6376f5448698
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377390 ms
Total Talk Time (AGENT): 106541 ms
Total Talk Time (CUSTOMER): 130210 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/55d29913-45ab-4f5d-940e-6376f5448698_20250108T19:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check the LHP of the patient. Can you help me out, please? No.
[AGENT][POSITIVE] Yes ma'am, I can help you with eligibility, Ms. [PII]. What is your callback number just in case your call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, can you go with the member ID number, ma'am, please?
[AGENT][NEUTRAL] Yes, can you give me that?
[CUSTOMER][NEUTRAL] 01749816 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Patient's name is, um, it is [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, let me look that patient up for you real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looking at the policy, I do see No he does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, patient group number?
[AGENT][NEUTRAL] The group number is.
[AGENT][NEUTRAL] 14793.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Sure. Thank you so much. And uh can you provide me the
[CUSTOMER][NEUTRAL] Give me a moment, ma'am.
[CUSTOMER][NEUTRAL] Uh, can you just tell the name, ma'am?
[CUSTOMER][NEUTRAL] Uh 71, right? 2019. Am I correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much. Can you provide me the payer ID number?
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 608
[CUSTOMER][NEUTRAL] OK. And provide me the correct mailing address.
[AGENT][NEUTRAL] Yes, the APL claims.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I got it. And uh can you please um
[CUSTOMER][NEUTRAL] Provide me the
[CUSTOMER][NEUTRAL] The patient remaining deductible amount?
[AGENT][NEUTRAL] This policy helps with deductible, co-pay or co-insurance. This is to verify coverage. It's not a guarantee of benefit or guarantee of payment. The insured has a supplemental insurance policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's a gap insurance that helps with deductible, co-pay or co-insurance. They have an inpatient calendar, yes, they have an inpatient.
[CUSTOMER][NEUTRAL] OK this gap, gap, right?
[CUSTOMER][NEUTRAL] Land name is Gap.
[AGENT][NEUTRAL] Plan name is Medlink.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Meddling.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] Am I correct?
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] MED.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, sure. Thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, can you spell your name, please, for me? and provide me the call reference number.
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Yes, you spell my name [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you can use my name and today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you can use my name and today's date.
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] Mm