AccountId: 011433970860
ContactId: 7cadb799-43c6-47e4-bc79-a348ce801b8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138259 ms
Total Talk Time (AGENT): 68018 ms
Total Talk Time (CUSTOMER): 49078 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/7cadb799-43c6-47e4-bc79-a348ce801b8b_20250205T13:57_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a provider's office. I need to verify benefits on a member, please.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02583635 M for mother, L for Lima 8 hold on I don't know what that last one is.
[AGENT][NEUTRAL] Yeah, that's fine. The number is what I need before the um and what is the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this service in a doctor's office?
[CUSTOMER][NEUTRAL] No, the patient delivered, so I'm trying to see if she has benefits for uh delivery services inpatient because she has a high deductible with her primary insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course [PII] is a direct line.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. So I'm showing the policy effective date is [PII], currently active at this time.
[AGENT][NEUTRAL] I do show that the maximum inpatient benefit is up to $5000 per calendar year.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. And let me check her his her accumulators. Yeah, I don't show any claims on file for [PII] at this time, [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, um, can, am I able to fax the claim over or does it have to be emailed?
[AGENT][NEUTRAL] Uh, we do not accept claims via email and yes, you can fax it. Did you need that number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so that's 877.
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Attention claims and that would be the itemized bill and the primary EOB correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, alright, any other questions?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help. Have a great day.
[AGENT][POSITIVE] Alright, you're welcome, [PII]. Thanks for calling API.