AccountId: 011433970860
ContactId: 8c243c8c-4277-41ad-83be-d6d1e46a49fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278959 ms
Total Talk Time (AGENT): 111452 ms
Total Talk Time (CUSTOMER): 71120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8c243c8c-4277-41ad-83be-d6d1e46a49fe_20250203T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Pomona Valley Hospital. Um, I'm calling to get eligibility on a patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Uh, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII]
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you. I appreciate that. And then what is his policy number?
[CUSTOMER][NEUTRAL] Policy number he provided is 202506865.
[AGENT][NEUTRAL] OK, let me pull the policy for us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, looks like that might 202-506-865.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, 202.
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] 5
[AGENT][NEGATIVE] That's not pulling in for me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if I can find him by his name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I think I have him up now.
[AGENT][NEUTRAL] Yes, I have found him, um.
[AGENT][NEUTRAL] Let me go ahead and give you the policy number. We were really close. It's 2506865.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2506865
[AGENT][NEUTRAL] Yes, without the 20 on the front, it's 2506865.
[AGENT][NEUTRAL] So you dropped the 1st 20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull him up for. I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] 7124 OK and then is this like an indemnity plan?
[AGENT][NEUTRAL] Uh, this is actually, and this is just to verify its coverage, it's not a guarantee of payment. It's a supplemental insurance policy, um, that's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then do you have the claims mailing address?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] And that's
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so I'll go ahead and um update his account and then uh we'll go ahead and um.
[CUSTOMER][NEUTRAL] Send the bill out to APL.
[AGENT][POSITIVE] OK, alright, sounds perfect.
[CUSTOMER][NEUTRAL] OK. And then for the effective date, there's no term date, correct? He's still active?
[AGENT][NEUTRAL] Yes, the policy is still active.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good rest of your week and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye-bye now.