AccountId: 011433970860
ContactId: 77e05b73-336b-40ca-b1fb-bc17a57a37b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140830 ms
Total Talk Time (AGENT): 75582 ms
Total Talk Time (CUSTOMER): 52516 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/77e05b73-336b-40ca-b1fb-bc17a57a37b9_20250224T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, excuse me. Good morning. I'm calling from a provider's office to verify patient eligibility, please.
[AGENT][POSITIVE] OK, I'll be glad to help you. Go and give me your name and the member's policy number, please, sir.
[CUSTOMER][NEUTRAL] My name is [PII] and policy number is 02560536.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] OK, that is [PII]. That's a direct number. And I'm sorry, I didn't quite catch your name.
[AGENT][NEUTRAL] Uh, that's OK, [PII]. My name is [PII]. That's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir. OK, what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you so much for that information. Looks like [PII] is the insured on this medical supplemental plan. I do show the original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] I'm just making sure that that this coverage is active and this is a uh supplement to Medicare, correct?
[AGENT][NEUTRAL] Uh, no, sir. We do not, uh, coordinate with Medicare at all. We will, this is a supplemental plan to her major medical coverage.
[CUSTOMER][NEUTRAL] OK, OK, got you, alright, um.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] OK, so let me ask you a question, so um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So you will not, you will not pay secondary to Medicare for, for, uh, like a or B provider, is that correct?
[AGENT][NEUTRAL] No, yeah, we do not coordinate with Medicare at all.
[CUSTOMER][POSITIVE] OK, OK, OK, great, thank you so much.
[AGENT][NEUTRAL] No. OK, [PII], was that all I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, and I'm sorry, could I get a reference number for the call?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, we don't give reference numbers, [PII], but you can use my name in today's date if you need to do so, OK.
[CUSTOMER][POSITIVE] Name and date. OK, thank you so much.
[AGENT][POSITIVE] Yes sir, yes sir, and thanks for calling APO. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, sir. Bye bye.
[CUSTOMER][NEUTRAL] Uh