AccountId: 011433970860
ContactId: 9460740a-243d-4085-811d-0aac9b5c4f95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218889 ms
Total Talk Time (AGENT): 114648 ms
Total Talk Time (CUSTOMER): 63232 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/9460740a-243d-4085-811d-0aac9b5c4f95_20250509T19:32_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]. I'm calling from Coastline Imaging to verify benefits on a member.
[AGENT][NEUTRAL] OK, I could check those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. I have 21252.
[AGENT][NEUTRAL] Um, that's going to be a bit too short to be one of our policy numbers, [PII]. Um, do you have their card?
[CUSTOMER][NEUTRAL] I thought it looked a little short. I don't have the copy of their card at this time. They're a new patient, but when I looked at it, I was like, uh, it looks a little off, but let me talk.
[AGENT][NEUTRAL] Yeah, I think that's.
[AGENT][NEUTRAL] That's OK, but.
[AGENT][NEGATIVE] Yeah, no, there's a few digits missing.
[AGENT][NEUTRAL] Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] No, I only have their name, date of birth, and primary insurance, which is Blue Cross, not even Medicare.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, so this the number you gave me I think that's a group number um can you give me their, uh, full name, their first and last name please?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK alright one moment let me try to search within that group, um, see if I see anyone with this name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, thankfully it's all A's, so he was right at the top. Awesome. Um, do you have his, uh, date of birth?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Uh, so I do have that correct policy number whenever you are ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 0147.
[AGENT][NEUTRAL] 9976.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] Alright, yes, so the policy is active. Effective date was [PII], and this is of course their secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we we need to look at, uh, inpatient or outpatient benefits plan.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, that outpatient benefit is $3000 max per calendar year. If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so he
[AGENT][NEUTRAL] Um, uh, he's used 19 cents of that benefit so far this year. That's odd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is very, I was not this has been a weird day alright.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] I, I agree with you. No, that was it. Thank you, uh, so much.
[AGENT][POSITIVE] Alright, of course, thank you [PII] and have a great weekend.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.