AccountId: 011433970860
ContactId: 999e1fd3-65ea-4b60-bd97-5343eda090cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257260 ms
Total Talk Time (AGENT): 75018 ms
Total Talk Time (CUSTOMER): 56786 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/999e1fd3-65ea-4b60-bd97-5343eda090cb_20250612T19:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you doing? My name is [PII], and the first letter of my last name is [PII], and I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is going to be 571352.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That is [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of uh policy are you verifying benefits for?
[CUSTOMER][NEUTRAL] Um, I'm assuming it's secondary. All I got is that they gave this secondary to their main coverage. I don't know what kind of plan it is.
[AGENT][NEUTRAL] For medical insurance?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And this is an intensive care policy. Um, it only covers services if the patient is admitted into the intensive care or coronary care unit of hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so is it like a gap plan or is it one of those plans that pays the pays the patient and then the patient pays on that policy or is it you bill this coverage?
[CUSTOMER][NEUTRAL] Directly.
[AGENT][NEUTRAL] Yeah, the provider will bill for um services directly, and I'm showing it's the primary coverage, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does this plan requires an authorization?
[AGENT][NEGATIVE] No, it doesn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and do you have a call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that's all thank you so much I appreciate your time.
[AGENT][POSITIVE] OK, thank you, sir, for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Mm thanks.