AccountId: 011433970860
ContactId: 7be126f6-1392-4850-8fd1-625c0768ab93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211210 ms
Total Talk Time (AGENT): 69038 ms
Total Talk Time (CUSTOMER): 94302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7be126f6-1392-4850-8fd1-625c0768ab93_20250207T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Sorry, who am I speaking with?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII] how are you? Happy Friday.
[AGENT][POSITIVE] Yeah, I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, good, um, [PII], my name is [PII], and I'm calling from Sinai Medical Center on, on [PII].
[CUSTOMER][NEUTRAL] Um, I had a patient. I would like to see if you can help me to, um, verify eligibility.
[AGENT][NEUTRAL] Absolutely. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, patient's policy number is one sec.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I print out the insurance card but let me see one second what's uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh it over here. OK, it says 149.
[CUSTOMER][NEUTRAL] 146.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Letter M like Mary.
[CUSTOMER][NEUTRAL] Letter L like Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] All right, thank you for that. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I had two certificate numbers so I don't know, uh, date of birth is um [PII] [PII].
[AGENT][POSITIVE] All right. Thank you so much. So the patient does have an active plan with us. It's a secondary insurance. It is a different policy number. Would you like that?
[CUSTOMER][NEUTRAL] Yes, I have another one here, so I don't know which one you want me to give you the, the, the other number so to take a policy.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Um, no, I have it here. It should be 02.
[CUSTOMER][NEUTRAL] It's M
[CUSTOMER][NEUTRAL] Mhm ML 7.
[AGENT][NEUTRAL] Yeah, the 02313735 is the active policy. The effective date on that one is [PII].
[CUSTOMER][NEUTRAL] 2123.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the one I gave you is not.
[AGENT][NEGATIVE] It's not active.
[CUSTOMER][NEUTRAL] Because she had 2 over here because she had genetic commercial let me see, and then she had the NSP HMO.
[AGENT][NEUTRAL] Yeah, the 1491469 that policy terminated.
[AGENT][NEUTRAL] Um, back in [PII], and this new policy never started then.
[CUSTOMER][NEUTRAL] OK, and which one is the new one if you don't mind?
[AGENT][NEUTRAL] 02313735.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the letter ML number A, that means something or no?
[AGENT][NEUTRAL] Uh, it's not necessary, no.
[CUSTOMER][NEUTRAL] It's not OK, got you. That's why I was like, OK.
[CUSTOMER][NEUTRAL] Perfect. So I'm just gonna update it and uh, um, quick questions, uh, can you verify for me if she pre-authorization is required for two CPT codes that I have?
[AGENT][NEUTRAL] Pre-auth is not required for the secondary.
[CUSTOMER][NEGATIVE] It's not for like mom or just out OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right perfect OK thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.