AccountId: 011433970860
ContactId: 7d3510e6-6ed8-44e4-8e77-57392a1bd45b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207259 ms
Total Talk Time (AGENT): 106939 ms
Total Talk Time (CUSTOMER): 68563 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/7d3510e6-6ed8-44e4-8e77-57392a1bd45b_20250519T14:11_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] That sounds like.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for eligibility.
[AGENT][NEUTRAL] OK, you said your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh huh yes.
[AGENT][NEUTRAL] And you're needing eligibility only. Is that correct? Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes, what's going on.
[CUSTOMER][NEUTRAL] [PII]. It is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is this going going to be for a future date of service?
[CUSTOMER][NEUTRAL] Uh, no, the patient was already seen in the past.
[AGENT][NEUTRAL] For a past date of service.
[AGENT][NEUTRAL] Prior to [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Unless any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] First name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So the reason I was asking the uh regarding the data service, she is the subscriber on the supplemental policy. However, the policy number you gave me is an old policy number that termed 112025.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] She does have another policy that is active with a different policy number and the policy was, this new policy became effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the correct policy number you should have is 02580010.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now if you all are gonna be filing.
[CUSTOMER][NEUTRAL] 1025. Let me just repeat it sorry 02580010.
[AGENT][NEUTRAL] That is correct, yes ma'am, and if you all are gonna be filing a claim with us for review, we will also have to have a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then once the claim has been processed by us we do have a portal that you should be able to check our claim status in and the website for the portal is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and did you have a reference number for today?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It would be my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK great thank you so much you have a wonderful day.
[AGENT][POSITIVE] OK, well I hope you have a wonderful day too, [PII], if that is all I can.