AccountId: 011433970860
ContactId: 9b4d71ae-0404-432f-87fe-54d2d2708b0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174600 ms
Total Talk Time (AGENT): 38654 ms
Total Talk Time (CUSTOMER): 98449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9b4d71ae-0404-432f-87fe-54d2d2708b0b_20250403T19:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APM. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] [PII], good afternoon. Uh, my name is [PII] and I was calling to, uh, verify this patient's eligibility with APL so we can submit a claim.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility today. I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Certainly our callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the policy number is.
[CUSTOMER][NEUTRAL] Group number policy 01612918.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Other name is [PII], and his date of birth is listed as
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, services were already rendered and um I guess let me just pull up and see what services they had rendered to them. I can get to that real quickly here.
[CUSTOMER][NEUTRAL] OK, OK, so this visit is listed.
[CUSTOMER][NEUTRAL] Just one quick second, I'll get there in one moment. I apologize.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] It is for uh physician charges but it's part of the inpatient um state that they had.
[AGENT][NEUTRAL] Uh, what this the data service?
[CUSTOMER][NEUTRAL] Uh the date of service was [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm not sure we have any claims on file for that data service.
[CUSTOMER][NEUTRAL] No, right, we haven't sent it. We were just needing to verify the eligibility in order for us to send it. So yeah, right, you guys would not have it yet. So we're gonna go ahead and send it. You said that that they were effective since the [PII] and is this a secondary coverage or a primary?
[AGENT][NEUTRAL] Yes, we're the gap insurance.
[CUSTOMER][NEUTRAL] Near the gap insurance, OK, alright, I will go ahead and submit it here further to our billing department and get that sent out for further reviewing you guys in.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Um, let me just make sure here, give me one quick second. I don't believe so, but let me just confirm here. OK, no, it looks like we're good to go, so thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] OK thanks bye.