AccountId: 011433970860
ContactId: 713c8784-d69e-4a0e-ada4-1228d1f41c4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184250 ms
Total Talk Time (AGENT): 84229 ms
Total Talk Time (CUSTOMER): 78082 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/713c8784-d69e-4a0e-ada4-1228d1f41c4a_20250422T17:56_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. My name is [PII]. Uh, I'm calling from Valley Regional Medical Center in [PII]. We're a facility, a hospital. Um, I need a verbal quote of eligibility for one of our current patients.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. [PII], can I please get your call back number ma'am just in case the call gets dropped?
[CUSTOMER][NEUTRAL] Yes, callback number is area code [PII].
[CUSTOMER][NEUTRAL] And that that is a direct line?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Last name [PII] First name [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And then um do you have Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] Uh, I do. I have it as 01868782.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy and the effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this a regular PPO plan or what type of plan is this?
[AGENT][NEUTRAL] OK, I can give you benefits for the policy, and this is just to verify benefits. It's not a guarantee of payment. This is a supplemental gap insurance policy that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK, perfect. Now, does this, um, does the facility bill this plan directly or is it reimbursement to the patient or how does, how does that work?
[AGENT][NEUTRAL] You bill it directly to us um when you bill it you'll need to send the explanation of benefits from the primary insurance carrier with it, and I can give you our payer ID number if you would like that for um electronic billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sure, I can list it there. We don't do billing here, but I can list it for the billers. What is that?
[AGENT][NEUTRAL] OK. It's 6.
[AGENT][NEUTRAL] Yes, ma'am. It's 60801.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK perfect then I've listed it there as a secondary or as a supplemental. Thank you very much, [PII]. I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there any other questions or anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That is, that is it for today. Thank you very much.
[AGENT][POSITIVE] OK, have a good week, Ms. [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.