AccountId: 011433970860
ContactId: 841f872a-0556-4f06-b32f-e1c9a5bacc65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230380 ms
Total Talk Time (AGENT): 107948 ms
Total Talk Time (CUSTOMER): 67370 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/841f872a-0556-4f06-b32f-e1c9a5bacc65_20250430T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the claims department. I have a provider on the line who states that she received an email from the care team regarding a member's date of birth.
[AGENT][NEUTRAL] OK. Um, I will see what I can do to help our [PII]. Do we have a policy number? What do we have?
[CUSTOMER][NEUTRAL] We do, we have 242-487-4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The provider's name is [PII]. She's calling in regards to part two.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]'s callback number is.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right perfect thank you so much you can go ahead and transfer her on over.
[CUSTOMER][POSITIVE] OK, thank you [PII] one moment thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the customer care department. How are you doing today?
[CUSTOMER][POSITIVE] Good, and you, sir? Good morning.
[AGENT][NEUTRAL] I'm good. Good morning. I'm understanding that we're needing to verify some patient information. Is there a discrepancy with the date of birth?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, and so this is for part two. Can you verify the first name, last name?
[CUSTOMER][NEUTRAL] For the patient is [PII].
[AGENT][NEUTRAL] And what's the date of birth that you have?
[CUSTOMER][NEUTRAL] [PII], we have uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got the group number and the policy holder's name.
[AGENT][NEUTRAL] Policyholder is [PII], correct?
[CUSTOMER][NEUTRAL] Correct, yeah. Her husband, [PII].
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK, and the group number you have is 17,750?
[CUSTOMER][NEUTRAL] Correct. That's the same number that I have. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we have everything [PII] is active for uh the subscriber and the dependent. As far as the date of birth, we do have the year is [PII] where unfortunately we can't make any corrections or anything. We would have to speak to the insured so if you need to verify date of birth, um, I would just verify with the insured.
[CUSTOMER][NEUTRAL] OK. No, no problem. I just need to know that the policy is active. Uh, how much is the balance for them?
[AGENT][NEUTRAL] Uh, let's see. So we're secondary insurance. This covers deductible, co-pay, co-insurance. The primary does not. Uh, there are outpatient benefits on this for the year or 2500. That is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Patient has used $50 for the year.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. OK, [PII], that's enough for me. May I have a reference for this call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is going to be [PII].
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK, perfect, [PII]. Thank you so much for your help and have a wonderful day.
[AGENT][NEUTRAL] You too, bye bye.