AccountId: 011433970860
ContactId: 99df1094-7f47-4641-8b14-15dc280ba4f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485489 ms
Total Talk Time (AGENT): 255378 ms
Total Talk Time (CUSTOMER): 295745 ms
Interruptions: 21
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/99df1094-7f47-4641-8b14-15dc280ba4f8_20250626T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I work at Arkansas Children's Hospital and I was trying to call to confirm that a patient has a medical benefits.
[AGENT][NEUTRAL] OK, [PII], you're just needing to verify if a member has active coverage with APL. Is that correct? Yes, ma'am, I can. OK, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][POSITIVE] Right, correct, right, correct.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] D as in dog 445-04814.
[AGENT][NEUTRAL] OK, thank you. Now, [PII], that is a 90 degree benefit number, not an APL number.
[CUSTOMER][NEGATIVE] And uh you know I got transferred to them uh because I called earlier and uh when I talked to that lady she said he has no medical plan through them that he has a VIP plan through this number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so there's a different policy number if he has coverage with APL.
[CUSTOMER][NEUTRAL] Right, right, but I don't know, yeah, yeah, but they, uh, no, uh uh, no, that's all.
[AGENT][NEUTRAL] And that's not on the ID card. The ID card does not have a policy certificate.
[CUSTOMER][NEUTRAL] Uh, uh, all I have is the, the D4 number is all I got and that's would have been what we've.
[AGENT][NEUTRAL] OK, do you have the subscribers full social?
[CUSTOMER][NEUTRAL] Uh, subscriber, uh let's see, hold on just a second, uh, subscriber, let's see what that is subscriber is, uh, [PII], OK, himself. You ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to see what I can locate under that social.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. And you said the primary policyholder's not full social is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Now that's what they got that [PII] is the one that has that's what we have is the subscriber.
[AGENT][NEUTRAL] OK, so we don't have anything in our system under that Social Security number. I can just try and double check with the, what is the last name?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Let me hold on, let me look at the chart. Hold on just a second. Let me, uh, the last name is [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] See if they send anything when they sent medical records uh.
[CUSTOMER][NEUTRAL] Stone records.
[AGENT][NEUTRAL] OK, I'm just gonna try to search the name. What's the, what's the first name?
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] Oh, it is uh.
[CUSTOMER][NEUTRAL] Uh [PII], and his birthday is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so give me just a second because I can't search my date of birth.
[CUSTOMER][NEUTRAL] Yeah, OK, got you, mhm.
[AGENT][NEUTRAL] So one moment.
[CUSTOMER][NEUTRAL] Oh let's see what this is.
[AGENT][NEUTRAL] OK, so I may have located a policy and any information that I provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, OK, it is a [PII].
[AGENT][NEUTRAL] OK, thank you. So I did locate a policy, but he's obviously not the subscriber.
[CUSTOMER][NEUTRAL] like.
[AGENT][NEUTRAL] Um, it shows.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] Up as a subscriber.
[CUSTOMER][NEUTRAL] Ok, see, see if that's mom.
[AGENT][NEUTRAL] And that may be
[CUSTOMER][POSITIVE] Uh huh, yep, I got that as mom as well.
[AGENT][NEUTRAL] OK. So yes, he is a cover dependent under this limited benefit plan and give me one second to pull the other information up.
[CUSTOMER][NEUTRAL] Cupboard.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The error prevention.
[CUSTOMER][NEUTRAL] And I was also so busy on time.
[AGENT][NEUTRAL] OK. So, yes, ma'am, again, he is a dependent on this limited benefit plan and it is active, [PII], with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Now, if you
[CUSTOMER][NEUTRAL] And what, what is it called? the is it called APL?
[AGENT][NEUTRAL] Yes ma'am, uh huh, yes, but the claims, do you have the claims mailing address for this number or do you even need that?
[CUSTOMER][NEUTRAL] The policy, uh huh OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, no, ma'am, because, uh, that would be helpful because I, uh, obviously we have the D number and that's not even the correct number so uh.
[AGENT][NEUTRAL] OK, so that policy number that I gave you is 0258.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 2808 is the policy number.
[CUSTOMER][NEUTRAL] Oh that.
[CUSTOMER][NEUTRAL] OK, 02582808. OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Correct, and claims on this policy would be mailed to IMA.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Like I said, I don't know she might be.
[AGENT][NEUTRAL] [PII], which is [PII].
[CUSTOMER][NEUTRAL] I didn't see it only show uh.
[CUSTOMER][NEUTRAL] [PII] and.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you need their payer ID [PII]?
[CUSTOMER][NEUTRAL] Payer
[CUSTOMER][NEUTRAL] Oh, for the insurance company?
[AGENT][NEUTRAL] For the electronic payer ID.
[AGENT][NEUTRAL] Do you need that?
[CUSTOMER][NEUTRAL] Uh, they maybe, uh, uh, you can go ahead and give it to me. I just, I'm gonna give this information to our billing, yes, ma'am, please.
[AGENT][NEUTRAL] Sure, OK, so it's [PII].
[CUSTOMER][NEUTRAL] I don't I don't have any contact here so.
[AGENT][NEUTRAL] And then one last thing [PII], once the claim has been received and processed if a claim is filed on this policy, we do have a portal that you all should be able to check claim status in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And the website for that portal is secured.
[CUSTOMER][NEUTRAL] [PII] E.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] I'll get
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, [PII] [PII] and then I would use the same phone number that I called for this.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Well, what number did you dial in today?
[CUSTOMER][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] Uh, let's see, the [PII]?
[AGENT][NEUTRAL] That is for [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, yes ma'am. OK, you've been very helpful and then you're [PII], right? OK. Yes, please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am and if you need a call reference number, [PII], you would just use my name along with today's date.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, is that [PII] or [PII]?
[AGENT][NEUTRAL] Neither [PII] I.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Oh, neither. OK, [PII] yeah, OK, alright, and the, yes, ma'am. Oh yeah, well, I'm, I'm [PII].
[AGENT][NEUTRAL] That's OK. If people get that. I don't, yeah, I rarely get anyone asking about that one.
[CUSTOMER][POSITIVE] I'm, I'm [PII] and everybody calls me [PII], so I understand [PII]. That's OK. No problem. It's OK. No problem. Thank you so much. You've been very helpful. No, ma'am, I appreciate you.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Oh, and I think I actually was guilty of that a moment a while ago too, [PII], so.
[AGENT][NEUTRAL] OK. Well, is there anything else?
[AGENT][POSITIVE] Well, it was my pleasure. Yes, ma'am. It was my pleasure speaking to you and thank you for calling APL. I hope you have a wonderful day also.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.