AccountId: 011433970860
ContactId: 99871c8a-ac9e-4a57-b81e-84bf2157b724
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323559 ms
Total Talk Time (AGENT): 99610 ms
Total Talk Time (CUSTOMER): 114289 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/99871c8a-ac9e-4a57-b81e-84bf2157b724_20250324T19:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from Nova Health and to see if you can help me with patient eligibility, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number we have is 1444493.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like this is an old policy, but let me see if we've got an updated one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't show, I don't show an updated policy. It looks like this one turned on 3-1-2020.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK, term. OK, that's what I needed to know, um, on that one, and are you able to help me with this one other account?
[AGENT][POSITIVE] Yeah, absolutely. Let me get back to the screen I need to be on.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] And what's that policy number?
[CUSTOMER][NEUTRAL] This policy number is going to be.
[CUSTOMER][NEUTRAL] 20244919
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This one's thinking let me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Well, I didn't pull anything up on that. What's do you have a social or a last name we could try?
[CUSTOMER][NEUTRAL] Uh, the social we have is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] And what's that patient name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And do you have, let's see, on the policy number, and maybe I misheard, but the policy number is 2044919.
[CUSTOMER][NEUTRAL] So I'm sorry, say that one more time.
[AGENT][NEUTRAL] Um, the policy number for her is 2044919.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I think I know what happened. We put a 0 in front of it, OK.
[AGENT][NEUTRAL] OK, um, so do you have
[CUSTOMER][NEUTRAL] Well, actually, yeah, we, yeah, yeah, OK, I'm sorry, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], do you have her date of birth?
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, and this is not a guarantee of payment, just a basic outline of her policy. Uh, looks like she is active, effective [PII].
[AGENT][NEUTRAL] And current.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now are you needing uh just like outpatient benefits?
[CUSTOMER][NEUTRAL] No, I just want to make sure she was eligible first because I had a feeling because I couldn't, I couldn't, um, I just wanted to make sure because I couldn't find a card for her or anything but she was telling us that she had this as secondary, um, and then what I need to probably do of course is correct, um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The ID number and then it's showing a group number where we need that of 16447.
[AGENT][NEUTRAL] Um, to file the claim, we just need her policy number.
[CUSTOMER][NEUTRAL] OK, OK, what I'm gonna do is get everything corrected because we we have the ID number incorrect, so even I think that would have probably stopped you from getting the the claim anyway so yeah.
[AGENT][POSITIVE] OK, yeah, that'd be perfect definitely want that correct.
[CUSTOMER][NEUTRAL] Because our data services from 122 25, so I just wanna make sure that we get it corrected, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][NEUTRAL] Alright, is there a reference number for the call? Yeah.
[AGENT][NEUTRAL] Oh, yeah, my reference number would just be my first name, last initial, [PII], and then [PII] as in dog, and then today's date.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][POSITIVE] OK, that's what I needed to know thank you so very much.
[AGENT][POSITIVE] Thank you and have a thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][NEUTRAL] Bye.