AccountId: 011433970860
ContactId: 73d3c2e7-d859-4cc9-bcc7-0d4969461ac0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299739 ms
Total Talk Time (AGENT): 97561 ms
Total Talk Time (CUSTOMER): 74271 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/73d3c2e7-d859-4cc9-bcc7-0d4969461ac0_20250429T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check an eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with the eligibility today. Do you have that policy number?
[CUSTOMER][NEUTRAL] 02465411
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]. Sorry, callback number is [PII]. It is a direct line?
[AGENT][NEUTRAL] OK, perfect. And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So it looks like this policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. May I know the plan type?
[AGENT][NEUTRAL] And the plan type is?
[CUSTOMER][NEUTRAL] Supplementary air policy.
[AGENT][NEUTRAL] Yes, it's a meddling policy.
[CUSTOMER][NEUTRAL] It is supplementary gap policy, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, may I know the group number?
[AGENT][NEUTRAL] The group number is 26,330.
[CUSTOMER][NEUTRAL] 330
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is 2263-30, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Is there any in network deductible?
[AGENT][NEUTRAL] Did you say is there an amount for deductible?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just one moment while I pull up their benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, I'm still here. Just a second.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a verification of coverage. So outpatient deductible is not covered.
[CUSTOMER][NEUTRAL] I, OK, there is no deductibles, right?
[AGENT][NEUTRAL] We, so we do not cover deductibles.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID and mailing address?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the payer ID is 60801.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And our claims address?
[CUSTOMER][NEUTRAL] OK, another mailing address?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My other subscriber is the cardholder or dependent?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so it looks like this is an independent holder.
[CUSTOMER][NEUTRAL] OK. OK, is it dependent or self?
[AGENT][NEUTRAL] So it looks like this is an individual policy.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] May I know the initial last name?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] OK. May I know the call reference number?
[AGENT][NEUTRAL] Yes, so it's my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day. Bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Well, thanks for calling APO. Have a good day.