AccountId: 011433970860
ContactId: 6e009b15-4e13-4175-ae0b-a90751c9dfb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181449 ms
Total Talk Time (AGENT): 78697 ms
Total Talk Time (CUSTOMER): 61344 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6e009b15-4e13-4175-ae0b-a90751c9dfb8_20250225T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Montgomery Pulmonary Consultants, and I'm calling to verify um active Insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Eligibility
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility for a member, is that correct? But you don't need benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I just, well, I just need to find out for pulmonary if there's a co-pay.
[AGENT][NEUTRAL] OK, so yes ma'am, I can help you with this, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please and uh.
[CUSTOMER][NEUTRAL] Is going to be.
[CUSTOMER][NEUTRAL] 379 1.
[AGENT][NEUTRAL] Mm. Now, that's not an APO policy number.
[AGENT][NEUTRAL] You said 3791?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Am I able to give you a social or anything to see if it's.
[AGENT][NEUTRAL] Is your patient the primary subscriber?
[CUSTOMER][NEGATIVE] Just the wrong number we have.
[CUSTOMER][NEUTRAL] Um, it's marked as primary, but I'm, again, I don't have a copy of the card, so I'm not able to.
[AGENT][NEUTRAL] OK, what is the full social?
[CUSTOMER][NEUTRAL] To look at it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, any information that I 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] Mhm.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, so I do see [PII] that he had been a subscriber on this supplemental policy, um, but this policy is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can provide you the correct policy number if you want that, but he does not have any other active coverage with us.
[AGENT][NEUTRAL] This was a supplemental policy. No, ma'am.
[CUSTOMER][NEUTRAL] OK, so that's not even.
[CUSTOMER][NEUTRAL] OK, so it's not even active. OK, so that's fine. I won't, I won't need that then, um, OK, well thank you very much.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, you're certainly very welcome so if that is all I can help you with today, [PII], thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you. Bye-bye.