AccountId: 011433970860
ContactId: 55f07966-5479-413f-901d-f5a47a99c4b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421209 ms
Total Talk Time (AGENT): 50985 ms
Total Talk Time (CUSTOMER): 213894 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/55f07966-5479-413f-901d-f5a47a99c4b2_20250418T14:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] with the provider. Can you please help me with the patient, um, let's see, eligibility and benefits, please?
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII]. Let's see, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Oh, OK, the policy number is gonna be, let me see.
[CUSTOMER][NEUTRAL] 01629106
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Occupation's name, let me see, hold on one second.
[CUSTOMER][NEUTRAL] OK, I believe the next one might be United 2. I think the next, I think the there's the next one, next, uh, account, I think it's United 2, I mean is American Pub. So after this one, do you mind just staying on the phone for a minute so I can just double check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh, so his name is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK, and does he have um diagnostic coverage?
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Yes, that would be covered under the outpatient outpatient calendar year maximum is $1500.
[CUSTOMER][NEUTRAL] Yeah, he doesn't.
[CUSTOMER][NEUTRAL] OK, so he does have the diagnostic coverage. Is he, is he the subscriber or his wife?
[AGENT][NEUTRAL] Um, it's him. He's a subscriber.
[CUSTOMER][NEUTRAL] He is the subscriber? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just double check.
[CUSTOMER][NEUTRAL] Let me see something here.
[CUSTOMER][NEUTRAL] OK, OK, so he's just, yeah, because I wanted to check because his wife, you know, it always gets confusing because, you know, like sometimes the card says one thing but then the portal says the other another thing, you know, so it's like, OK, which one's correct, is it the portal or the card typically the, the card, right?
[AGENT][NEUTRAL] We don't have a portal. You must be talking about his major medical is saying something different.
[CUSTOMER][NEUTRAL] No no
[CUSTOMER][NEUTRAL] Yeah, I, you know, his, his card says where his major medical United Healthcare. His card says [PII] or him, and the portal says his wife is the, is the subscriber. So I was like, OK, who is it? I would think if it's on the card, he's, he would be the subscriber, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That would make sense to me.
[CUSTOMER][NEUTRAL] Because I know sometimes people don't update these portals.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK perfect so hold on one second, so let me fix something here.
[CUSTOMER][NEUTRAL] OK 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've just paid something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, hold on one second. Oh, I have to sorry, my system just froze. Give me one second.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, sorry.
[CUSTOMER][NEGATIVE] Everything just froze, let me get everything back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] So you said OK he's currently active?
[CUSTOMER][NEUTRAL] OK, let me see. OK, and what is the group name gonna be?
[AGENT][NEUTRAL] Group name one moment.
[AGENT][NEUTRAL] Cuevas Garcia and Taurus PA.
[CUSTOMER][NEUTRAL] OK, I see Cuevas Garcia.
[CUSTOMER][NEUTRAL] Alright, on the card. OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Torres, PA.
[CUSTOMER][POSITIVE] Yeah perfect thank you so much and the group number is 22526, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's your name in today's date, [PII]?
[CUSTOMER][NEUTRAL] And the reference number is your name and today's date again.
[CUSTOMER][NEUTRAL] 04 18 [PII].
[CUSTOMER][NEUTRAL] OK, let me see something here. OK, perfect. So let me make my notes on everything and then we'll go check to see the other ones is American Hub.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me just make sure.
[CUSTOMER][NEUTRAL] 8I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I didn't make my note.
[CUSTOMER][POSITIVE] Alright, I appreciate your patience.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Verified
[CUSTOMER][NEUTRAL] Um, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect so let me just check the next one just to make sure. OK.
[CUSTOMER][NEUTRAL] Is this one gonna be American Pub Life?
[CUSTOMER][NEUTRAL] I tell people all the time you guys are very popular.
[AGENT][POSITIVE] Oh, that's good.
[AGENT][POSITIVE] Good to hear.
[CUSTOMER][NEUTRAL] Yeah, it's like I've, I've never mhm I've never heard of American Pop Life until I started this job.
[CUSTOMER][NEUTRAL] OK, is this American Public Life? Just checking.
[CUSTOMER][POSITIVE] No, this is [PII]. OK, alright, thank you. No, that's everything. I hope you have a nice weekend.
[AGENT][POSITIVE] Well thank you for calling APO. You have a great weekend as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.