AccountId: 011433970860
ContactId: 9b05252b-abf2-4e58-afe4-4bb1ffa1584d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249199 ms
Total Talk Time (AGENT): 113066 ms
Total Talk Time (CUSTOMER): 65579 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9b05252b-abf2-4e58-afe4-4bb1ffa1584d_20250625T18:29_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Hi, this is [PII] calling from provider office. I'm checking for the member LGBT information.
[AGENT][NEUTRAL] Any eligibility and not benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with eligibility and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] and the extension is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] I have the policy number is 02351191.
[AGENT][NEUTRAL] Thank you one moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] How much
[AGENT][NEUTRAL] And any information [PII] that I provide for you today is a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, sir, I do show she is the subscriber on this limited benefit plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] The other.
[CUSTOMER][POSITIVE] She active OK.
[AGENT][NEUTRAL] And what if, yes, sir. Uh-huh. And if a claim is filed with us.
[CUSTOMER][NEUTRAL] What kind of plan?
[AGENT][NEUTRAL] This is a hospital indemnity limited benefit plan. It is not major medical insurance.
[CUSTOMER][NEUTRAL] This um
[CUSTOMER][NEUTRAL] This is a medical policy, I'm right?
[AGENT][NEUTRAL] Yes, it's a limited benefit plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is not major medical insurance.
[CUSTOMER][NEUTRAL] Your secondary or primary?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This would not be primary for anyone again, we are not a major medical insurance company.
[CUSTOMER][NEUTRAL] Can you give the mailing address for claim submission?
[AGENT][NEUTRAL] Claims would be sent to IMA.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Are there any payer ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can you say one more time?
[AGENT][NEUTRAL] I'm sorry, what was your question?
[CUSTOMER][NEUTRAL] Yeah, OK, yeah that.
[CUSTOMER][NEUTRAL] Can I get a call reference number?
[AGENT][NEUTRAL] You will use my name along with today's date and then one last piece of information, [PII], if you all do file a claim for this number once the claim has been processed, we do have a portal that you should also be able to check claim status in and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] Time for this.
[CUSTOMER][NEUTRAL] The ID number
[CUSTOMER][POSITIVE] OK, OK, thanks for the all the information, [PII]. Thank you for your assistance. Say goodbye. Have a nice day.
[AGENT][POSITIVE] OK. Well, you're very welcome. Yes, sir. Well, you're welcome. And again, if that is all I can help you with, thank you for calling APL and I hope you have a nice day also.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mhm