AccountId: 011433970860
ContactId: 86b383e8-a23a-4fc5-bbda-3644f52c3b54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207750 ms
Total Talk Time (AGENT): 84579 ms
Total Talk Time (CUSTOMER): 83379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/86b383e8-a23a-4fc5-bbda-3644f52c3b54_20250121T20:14_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]. My name is [PII], and I am calling from Turkey Creek Benefits Department. And I just wanted to verify a secondary, um, I guess it's a Medicare supplement for a patient that may be coming to our facility soon.
[AGENT][NEUTRAL] OK, [PII], yeah, I'm happy to check eligibility. What is their policy number?
[CUSTOMER][NEUTRAL] It is 00639063.
[AGENT][NEUTRAL] OK, let me pull that up, and do you have a good call back number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then patient's name and date of birth please?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] Alright, so it looks like now the member does have an active plan with us. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this a um plan G, plan F, or just a second, just basic secondary?
[AGENT][NEUTRAL] So, this is a cancer plan. It's not like a gap plan. Is the patient being seen for anything of that nature?
[CUSTOMER][NEUTRAL] Let me look and see what there um.
[CUSTOMER][NEUTRAL] What they're coming in for.
[CUSTOMER][NEUTRAL] Uh, yeah, it looks like a bladder tumor, tumor that they're coming in for.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, uh, this is a cancer plan that the member has with us. It would be, um, you know, we don't have any other insurance on file, so if they have Medicare, this would be like a secondary to that.
[CUSTOMER][NEUTRAL] OK, so like a secondary.
[CUSTOMER][NEUTRAL] And what is the um mailing address for you guys that because I guess we'll have to mail the plan to you guys I mean mail the claim to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The mailing address is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is, mhm.
[CUSTOMER][NEUTRAL] City, [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK. All right. And is there any kind of like uh electronic ID or anything else?
[AGENT][NEUTRAL] No, just that number that you gave me is their policy number so you can use that as their identifier.
[CUSTOMER][POSITIVE] Alright, thank you so much, Ms. [PII]. If I can have a reference number, that'll be it for me.
[AGENT][NEUTRAL] Yeah, absolutely, Crystal Call references my name with my last initial in today's date. My name again is [PII], last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, Ms. [PII], and you have a great rest of your day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.