AccountId: 011433970860
ContactId: 71266c8e-9ec7-4eca-be2b-8d8c274df943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349260 ms
Total Talk Time (AGENT): 124328 ms
Total Talk Time (CUSTOMER): 113938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/71266c8e-9ec7-4eca-be2b-8d8c274df943_20250509T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] calling from Mayo Clinic registration on recorded line for quality assurance, um, trying to verify coverage for a patient.
[AGENT][NEUTRAL] OK, can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh [PII], OK, and you said eligibility and benefits?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] Oh, just eligibility. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, D as in dog, 462-055-36.
[AGENT][NEUTRAL] OK, do you have a copy of the card? Our number is gonna start with a 0.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see here
[CUSTOMER][NEUTRAL] Sorry, it's loading slowly. Um.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, I guess they put it in wrong. Um, [PII].
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] The D number is a valid number. I think it's with a different company though, and they may provide wellness benefits.
[AGENT][NEUTRAL] And they're at a different phone number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So it's not APL.
[AGENT][NEUTRAL] Correct, not APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, I have the information. I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] Uh, this policy is no longer active as of [PII], so I don't show any active coverage for this patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Sorry, I'm a little confused now. So it is the APL or it's not?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it depends on what type of service it's for is it for medical or is it for wellness?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, and so that would be APL, the 02555633 number which is the policy is not active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The D number is for IMA. What number did you dial, [PII]?
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that is to American Fidelity. I'm gonna give you the phone number and or I can transfer you to 90 Degrees because the D number um is attached to 90 Degrees, and I don't know if they have a medical policy, perhaps a dental, uh, a wellness, but you can call them to verify.
[CUSTOMER][NEUTRAL] OK, I can access their website for that, so, OK.
[AGENT][NEUTRAL] Oh OK. OK.
[CUSTOMER][NEUTRAL] Uh, um.
[CUSTOMER][NEUTRAL] So this is an older account [PII], um.
[CUSTOMER][NEUTRAL] Was there a group number with the plan that you have?
[AGENT][NEUTRAL] Um, 700.
[AGENT][NEUTRAL] 78.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what claim address?
[CUSTOMER][NEUTRAL] Is it for that policy.
[AGENT][NEUTRAL] For medical claim it's [PII].
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's a limited benefit plan though.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Does it cover any specialty office visits?
[AGENT][NEUTRAL] I'll check.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, covers up to $50 per day, a maximum of 4 days per calendar year.
[AGENT][NEUTRAL] And of course the information provided is verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, and you don't do benefit coordination, right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there a reference number for the call?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's state as your reference, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] OK. All right. Sounds good. Thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. If no other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.