AccountId: 011433970860
ContactId: 582f1f91-d08d-4e7f-b9d3-29b6f985e532
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269489 ms
Total Talk Time (AGENT): 92716 ms
Total Talk Time (CUSTOMER): 110052 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/582f1f91-d08d-4e7f-b9d3-29b6f985e532_20241231T17:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. This is [PII]. I'm calling from Jackson Memorial Hospital to check eligibility for one patient, please.
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII] extension.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you [PII].
[AGENT][NEUTRAL] Can I get the insured's policy number please?
[CUSTOMER][NEUTRAL] The policy number I have.
[CUSTOMER][NEUTRAL] OK, this is in. OK, the policy number I have is 0212.
[CUSTOMER][NEUTRAL] 6809
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK [PII], you said 6809, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can um.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 7.
[AGENT][NEUTRAL] OK, thank you. And can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to confirm eligibility?
[CUSTOMER][NEUTRAL] Yes, this patient is uh an inpatient. He came through, uh, it's an urgent admission, but he was transferred from another hospital.
[AGENT][POSITIVE] OK, I can definitely take a look now. It looks like they were effective with this [PII] and they turned [PII] and there's no other active coverage.
[CUSTOMER][NEUTRAL] OK, was terminated in [PII].
[CUSTOMER][NEUTRAL] 23, you say?
[AGENT][NEUTRAL] No 12121 to 12122.
[CUSTOMER][NEUTRAL] OK, OK, effective uh [PII].
[CUSTOMER][NEUTRAL] And then was terminated the same day.
[AGENT][NEUTRAL] They were effective [PII] and they termed [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry. OK, [PII].
[CUSTOMER][NEUTRAL] OK. All right. Uh, the water supplemental, right?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I'm sorry I didn't understand you.
[CUSTOMER][NEUTRAL] This plan was a supplemental plan.
[AGENT][NEUTRAL] Um, give me just a second here.
[AGENT][NEUTRAL] It was a Medlink supplemental um it's a secondary it was a secondary policy.
[CUSTOMER][NEUTRAL] Secondary supplemental plan to Medicare or?
[AGENT][NEUTRAL] No, ma'am. It's through a, um, it's not through Medicare, no, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm trying to find out if he has any other insurance.
[AGENT][NEUTRAL] He does not have any other active insurance with us.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, but you know, but uh the primary, who will be, because he had united, but it was terminated.
[CUSTOMER][NEUTRAL] Last month, so.
[AGENT][NEUTRAL] Right, you would have to, right, you would have to reach out to the insured for that information. That's not something that we have on file since he does not have any active coverage with us.
[CUSTOMER][NEUTRAL] I was trying to
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um, you said your name is [PII]?
[AGENT][NEUTRAL] Yes ma'am, and that's actually gonna be the call reference number so it'll be my name [PII] with the first initial to my last name [PII] and today's date.
[AGENT][NEUTRAL] Is there anything else I can take a look at for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It starts with a [PII] and ends with a [PII]
[CUSTOMER][NEUTRAL] Why? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. All right.
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] Yes ma'am well thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Bye.