AccountId: 011433970860
ContactId: 750b997c-acec-4df1-b6c7-9631fed52657
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283019 ms
Total Talk Time (AGENT): 145609 ms
Total Talk Time (CUSTOMER): 90589 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/750b997c-acec-4df1-b6c7-9631fed52657_20250423T19:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm good and you?
[CUSTOMER][NEUTRAL] Good, thank you. My name is [PII]. I'm calling from Holy Cross Hospital. I'm calling to see if a uh policy is active.
[AGENT][NEUTRAL] OK. And you said your name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yes ma'am, and you're just wanting to verify if the policy is active or not. Is that also correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. I'm.
[AGENT][NEUTRAL] Well, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] There's something with the phone. I, I don't know why they're like, I can hear you. Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] I have like it says outpatient benefit cert number would that be it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alrighty, it's 01.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 866.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 910.
[CUSTOMER][NEUTRAL] ML
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, [PII], and their date of birth?
[CUSTOMER][NEUTRAL] Sure. Last name is [PII], first name is [PII]. Date of birth, I have [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so she had been a subscriber on this supplemental policy, but this policy is not active. This policy number was active from [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] To [PII].
[AGENT][NEUTRAL] Yes ma'am, now she has an.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Another policy that is currently active under a different policy.
[AGENT][NEUTRAL] There is another policy that is active with a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The current active policy is 231.
[AGENT][NEUTRAL] 7288.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it has an effective date of [PII].
[CUSTOMER][NEUTRAL] [PII] and still active.
[AGENT][NEUTRAL] Yes, ma'am. It is.
[CUSTOMER][NEUTRAL] Oh, OK. All righty. Uh, can, can I just have a reference number? That's all I needed just to make sure it is active.
[AGENT][NEUTRAL] Uh yes, ma'am. You would use my name along with today's date.
[AGENT][NEUTRAL] And if you will end up filing a claim with APL Fatima for this member, we will also have to have a copy of a of her primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] Along with the claim and then once we process our claim here at APO we do have a portal that you should be able to check claim status in for us and that website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Secured [PII].
[AGENT][NEUTRAL] secured. [PII].
[CUSTOMER][NEUTRAL] Oh, OK. [PII]. OK, I'll put a note here for the for the billing department, so hopefully, hopefully they'll read it. So they need and they need the they need the information of the primary insurance and an explanation of benefits.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure. Thank you. Uh, thank you.
[AGENT][NEUTRAL] Along with the claim, yes, ma'am. Since this is a supplement. Yes, ma'am.
[CUSTOMER][NEUTRAL] Along with the claim, OK.
[CUSTOMER][NEUTRAL] Got you. OK, so, and your name again?
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] [PII], and you would use my name along with today's date as your call reference number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Well, I hope you do too for [PII] and if that is all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.