AccountId: 011433970860
ContactId: 8ec2c2ee-3390-4d60-8968-f93dbc0699e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177899 ms
Total Talk Time (AGENT): 86183 ms
Total Talk Time (CUSTOMER): 54296 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8ec2c2ee-3390-4d60-8968-f93dbc0699e8_20250530T12:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], hi, my name is [PII], and this is my last name is [PII], and I'm calling to check and see if a patient's benefits has been network with the hospital.
[AGENT][NEUTRAL] OK, well I can help you with the member's policy, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[CUSTOMER][NEUTRAL] And the patient's policy number is, let me see here.
[CUSTOMER][NEUTRAL] Is it D as in dog.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 802-275
[AGENT][NEUTRAL] OK, and do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says in hospital or outpatient policy cert number?
[AGENT][NEUTRAL] Or just policy er number?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You should start with a 01 or 02?
[CUSTOMER][NEUTRAL] Yes, 02617996.
[AGENT][NEUTRAL] Thank you. Hold on one moment. So that 02 number is the um APL policy number, that the number is for 90 degree benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. His birthday is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this policy is a hospital indemnity policy, um, so for the hospital indemnity part, there's no network, um, it's just a limited medical policy, but they do have the PPO network through multi-plan.
[AGENT][NEUTRAL] So, because, because Multiplan is a different company, we don't have access to their list of providers, but I can give you their phone number or their website if you want to check. Um, I believe they asked for the MPI and um we'll confirm it for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, please give me the phone number.
[AGENT][NEUTRAL] OK. Um, the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, all right, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And that's all.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.