AccountId: 011433970860
ContactId: 5708a6f1-8bde-49a3-a0e9-fced8de30de3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300649 ms
Total Talk Time (AGENT): 159142 ms
Total Talk Time (CUSTOMER): 94059 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5708a6f1-8bde-49a3-a0e9-fced8de30de3_20250402T13:09_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Morning, [PII]. My name is [PII]. I'm calling from the Coatesville VA Medical Center, and I'm calling to verify if the patient's policy is still active.
[AGENT][NEUTRAL] OK, [PII], you're just needing to verify eligibility for a number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] The number I have is 021-92762.
[AGENT][NEUTRAL] OK, thank you one moment while I get the information uh pulled up for the member place, [PII].
[AGENT][NEUTRAL] OK, [PII], any information that I do provide would 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]. The last name is spelled [PII] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Please, I do show that he is the subscriber on this policy and yes, as of now, this policy is showing as active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK. Now, I noticed I did push the option for hospital indemnity. Does this policy pay the provider or does it pay the patient?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Whomever files the claim.
[AGENT][NEUTRAL] Unless there is an assignment, correct, unless there is an assignment of benefits stating something different.
[CUSTOMER][NEUTRAL] Whoever files the claim, OK.
[CUSTOMER][NEUTRAL] OK, alright, and I'm showing a group number of 70052?
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, alright. Alright, is there a reference number for the call?
[AGENT][NEUTRAL] I could use my name along with today's date, [PII], and then one last thing if you will end up filing a claim for him on this policy once the claim has been processed, we do have a portal that you should be able to check claim status for him and our portal website is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the correct mailing address for claims for this policy?
[CUSTOMER][NEUTRAL] Uh, let me check what we've got here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we've got a [PII] with the up of [PII]. Nope, that's not it.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, that was a [PII], not even [PII]. So the correct mailing address that you should have for this gentleman's policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It would be sent to IMA.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], which is
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the payer ID if you need that is 64556.
[CUSTOMER][NEUTRAL] OK, and the [PII] again was [PII].
[AGENT][NEUTRAL] Correct. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And IMA stands for.
[AGENT][NEUTRAL] I can answer that for you.
[AGENT][NEUTRAL] I'm not sure on this policy. Honestly, I'd, let's see, I, I really, you know, I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, because we have American public life.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, that's the, it goes to IMA first, it's a third party, and then it gets distributed out. That's their clearing house actually.
[CUSTOMER][NEUTRAL] OK, so is
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But I can't, yes, I don't know what it, mhm.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK, so [PII] is the correct phone number to verify benefits then, correct?
[AGENT][POSITIVE] That is correct. That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. All right. All right. I thank you very much, [PII].
[AGENT][POSITIVE] OK. All right. Well, you're certainly welcome, [PII]. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, I think that's it.
[AGENT][POSITIVE] OK, well thank you again for calling APO and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh-huh, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.