AccountId: 011433970860
ContactId: 9b57f8d6-35a1-4a04-bb8c-81c7ab80de72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398809 ms
Total Talk Time (AGENT): 122945 ms
Total Talk Time (CUSTOMER): 127787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9b57f8d6-35a1-4a04-bb8c-81c7ab80de72_20250617T16:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm calling to verify eligibility for a member.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's 02.
[CUSTOMER][NEUTRAL] 124592
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] All right. Thank you. OK, let me check and see if there's a new policy. This one is terminated. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see a new medical policy. Um, this one terminated back in [PII].
[CUSTOMER][NEUTRAL] Hold on, is the.
[CUSTOMER][NEUTRAL] Is the effective date [PII]? Is that when the policy came active? I mean, and you said it turned when?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, is she um.
[CUSTOMER][NEUTRAL] The policy holder or the spouse?
[AGENT][NEUTRAL] Mhm, the spouse.
[CUSTOMER][NEUTRAL] The south, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, do you know who the RX vendor is for this policy?
[AGENT][NEUTRAL] Um, let me check and see who it was back then because I think they just recently changed, but it's for the new policies for the ones that are active. Um, bear with me.
[AGENT][NEUTRAL] OK, looks like it was formed a veil back then.
[CUSTOMER][NEUTRAL] So who was it?
[AGENT][NEUTRAL] Farmavale.
[CUSTOMER][NEUTRAL] Farm Farmerville. How you, how do you spell that? I'm sorry.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] P H A M A.
[CUSTOMER][POSITIVE] I'm sorry, I'm sorry, spell it. I'm sorry.
[AGENT][NEUTRAL] PHA.
[AGENT][NEUTRAL] R
[CUSTOMER][NEUTRAL] PHA.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] M A
[AGENT][NEUTRAL] V
[AGENT][NEUTRAL] A I L.
[CUSTOMER][NEUTRAL] V.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] V A I L.
[AGENT][NEUTRAL] Yes. Farmervale.
[CUSTOMER][NEUTRAL] And the and they have, do you have the ID number or no?
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEUTRAL] Um, did they have, do you know if they had coverage the same time as they had this policy?
[AGENT][NEUTRAL] More than likely, um, but you probably need to get in contact with Farmovale and see what they have for this member.
[CUSTOMER][NEUTRAL] OK. And you said the fact the date was [PII] and it turned.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, um, and she's the spouse, um, do you have a group name or group number for this policy?
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] What is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Blue Cross Blue Shield, South Carolina Medicaid.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] OK, and you said what information you needed? I'm so sorry.
[CUSTOMER][NEUTRAL] The group name or group number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That is the group's name was.
[AGENT][NEUTRAL] M A U
[CUSTOMER][NEUTRAL] MAU.
[AGENT][NEUTRAL] Mhm, yes, and um.
[CUSTOMER][NEUTRAL] MAU and what's the group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 70056.
[CUSTOMER][NEUTRAL] Hold on. 77.
[AGENT][NEUTRAL] 70056.
[CUSTOMER][NEUTRAL] OK, was the husband on the policy too or just the wife?
[AGENT][NEUTRAL] Um, she's the spouse of the main holder.
[CUSTOMER][NEUTRAL] OK, was she, was he on the account?
[AGENT][NEUTRAL] What is his name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] My date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, let me see if I can find his date of birth.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK, yes, he, he was the main holder.
[CUSTOMER][NEUTRAL] And he was on it too, the policy.
[AGENT][POSITIVE] Correct. He's the main holder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well thank you for verifying that for me.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Um, no, ma'am, that was it, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.