AccountId: 011433970860
ContactId: 88b32390-7a8c-4469-8f5d-7b53c8654a6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212940 ms
Total Talk Time (AGENT): 93243 ms
Total Talk Time (CUSTOMER): 59165 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/88b32390-7a8c-4469-8f5d-7b53c8654a6c_20250117T13:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last initial is [PII] I'm on a recorded line. I'm calling to verify benefits for a patient coming in the office for infusion therapy, and I have specific procedure codes.
[AGENT][NEUTRAL] OK, [PII], so you're wanting to see about an infusion therapy to see if that's covered in the office?
[CUSTOMER][NEUTRAL] Um, yes, do you guys take specific, uh, procedure codes?
[AGENT][NEUTRAL] No, no, ma'am, I won't be able to check this specific case, but I'll be able to look at their outpatient benefits.
[CUSTOMER][NEUTRAL] OK, that's fine. I'll also read you a description as well whenever you're ready.
[AGENT][NEUTRAL] OK, [PII], so I can help you with this. So first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 01869602
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and your date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now on this policy, give me just one moment please.
[CUSTOMER][NEUTRAL] And while you're looking into that, I'll go ahead and read it to you if that's OK.
[AGENT][NEUTRAL] Well, on this policy, first off, let me give you this information, [PII]. He was the spouse to the subscriber on the supplemental policy. However, this policy is no longer active, and they do not have an active policy currently with us. This policy had an effective date of [PII] and it turned [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there again, there is no other policy that is active with us.
[CUSTOMER][NEUTRAL] OK, so it turned on 722 7122?
[AGENT][NEUTRAL] 71, yes, ma'am, it did. Uh-huh.
[CUSTOMER][POSITIVE] Alrighty I'm just gonna get a reference number from you and then I will probably call back because I'll get that verified twice but I appreciate your help so much.
[AGENT][NEUTRAL] OK, well, you can use my name along with today's date and the first initials of my last name is [PII]
[CUSTOMER][POSITIVE] Alrighty, thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] I hope you do too, [PII], and thank you again for calling APL if that's all that I can help you with this morning.
[CUSTOMER][POSITIVE] It is. Have a great day. Bye-bye.
[AGENT][NEUTRAL] OK, you too. Bye-bye.