AccountId: 011433970860
ContactId: 6e29da3d-3d26-4384-bace-9931e3178dff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167990 ms
Total Talk Time (AGENT): 48364 ms
Total Talk Time (CUSTOMER): 79203 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6e29da3d-3d26-4384-bace-9931e3178dff_20250318T19:25_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] Uh, hi, this is [PII], and I'm calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]. It's your direct line?
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the member ID is, uh, just a moment.
[CUSTOMER][NEUTRAL] Uh, it is 01.
[CUSTOMER][NEUTRAL] 679
[CUSTOMER][NEUTRAL] 286 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII] is the patient's date of birth.
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now, were you calling from medical or dental?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medical, ma'am.
[AGENT][NEUTRAL] OK and was this for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Uh, this is for outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar, your maximum is $1500.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, thank you. Uh, and any deductible, ma'am?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, thank you. And the effective date and the term date, please?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm showing the effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Uh, so, ma'am, [PII]. Can you also please help me with the group number?
[AGENT][NEUTRAL] Group number is 22392.
[CUSTOMER][NEUTRAL] Uh, and is this, uh, a supplemental plan?
[AGENT][NEUTRAL] Yes, we're the gap policy.
[CUSTOMER][NEUTRAL] Uh, gas policy. One moment, please.
[CUSTOMER][NEUTRAL] And can, uh, can you also please help me with the uh claims mailing address? Will that be [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And the payer ID is 60801.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you so much for this information, ma'am. And is there any call reference number for our call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Thank you. Nothing, ma'am. Thank you so much again for assisting me today. Have a great day. Bye-bye, ma'am.
[AGENT][POSITIVE] Thank you for calling APL have a good day.