AccountId: 011433970860
ContactId: 91a954f9-9c67-4e02-8bc4-1a58ff519358
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156800 ms
Total Talk Time (AGENT): 58549 ms
Total Talk Time (CUSTOMER): 53558 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/91a954f9-9c67-4e02-8bc4-1a58ff519358_20250508T19:47_UTC.wav
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[AGENT][NEUTRAL] Calling ACL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to see if I can verify a member's eligibility.
[AGENT][NEUTRAL] I'm sorry, one moment, I could barely hear you, um, you said eligibility?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and if I can get your first name?
[CUSTOMER][NEUTRAL] [PII], last initial [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] option number 2.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have one I'm sorry, 019.
[CUSTOMER][NEUTRAL] 425.
[CUSTOMER][NEUTRAL] 17.
[CUSTOMER][NEUTRAL] M as in Mary, L as in lamb, 7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] It's gonna be for today's day, [PII].
[AGENT][NEUTRAL] Alright, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. Now where will treatment take place?
[CUSTOMER][NEUTRAL] At a at a laboratory, outpatient laboratory.
[AGENT][NEUTRAL] OK, now he does have benefits for outpatient, but I just wanna make sure, how are you billing? Are you billing under place of service 81? Because that would not be covered.
[CUSTOMER][NEUTRAL] That is a good question. I would have to ask the billing team. I'm not sure, but I can document them and let that let that know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right. uh, [PII], can I just get your claims address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] All right. And do you provide reference numbers?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as in [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye