AccountId: 011433970860
ContactId: 7d7949e6-7b54-4d99-88ae-06df6a574c60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323209 ms
Total Talk Time (AGENT): 94245 ms
Total Talk Time (CUSTOMER): 79065 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/7d7949e6-7b54-4d99-88ae-06df6a574c60_20250418T18:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] checking on patient eligibility.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]. And the policy number is 01867080.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII] and the first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] Thank you. And the, um, can you, the date of birth, I'm sorry?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What is the termination date?
[AGENT][NEUTRAL] The policy is still active?
[CUSTOMER][NEUTRAL] There is no termination date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. What is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And what is the mailing address?
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, then.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what is the plan type?
[AGENT][NEUTRAL] This is a Metin supplemental gap insurance.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. What is the timely filing limit?
[AGENT][NEUTRAL] There's no timely filing as long as the policy is active on the data service, you can file the claim at any time.
[CUSTOMER][NEUTRAL] All right. What is the call reference number for this?
[AGENT][NEUTRAL] So there's no card reference number, but you can use my name and today's date. The first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] All right. I do have one more question. Could you please help me with that?
[AGENT][NEUTRAL] Sure, you said you have one more question and one more person.
[CUSTOMER][NEUTRAL] One more patient for taking eligibility.
[AGENT][NEUTRAL] Oh, sure. Hold on one moment.
[CUSTOMER][POSITIVE] All right. Take your time.
[AGENT][NEUTRAL] OK, and what's the next member's policy number?
[CUSTOMER][NEUTRAL] All right. Give me one moment, please.
[CUSTOMER][NEUTRAL] And the next policy number is 74,657,823,200.
[AGENT][NEUTRAL] OK, that's not an APL policy number.
[AGENT][NEUTRAL] And it's too many numbers to be the social, that may be their primary insurance?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] [PII], if you can hear me, I can't hear you. Please give us a call back at [PII]. Hello?
[AGENT][NEGATIVE] Disconnecting call due to no response.