AccountId: 011433970860
ContactId: 9cb452db-a928-43dc-982e-27c7c83a597e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261450 ms
Total Talk Time (AGENT): 112712 ms
Total Talk Time (CUSTOMER): 78246 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/9cb452db-a928-43dc-982e-27c7c83a597e_20250522T18:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] from [PII] office. I'm looking for eligibility information on medical.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility information, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah our callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the area code?
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Um
[CUSTOMER][NEUTRAL] And I have exemption.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 110,090.
[AGENT][NEUTRAL] Thank you and what is the patient's policy number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] Yeah, the yeah, the policy ID is D as in Delta 404.
[CUSTOMER][NEUTRAL] 08425
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number. That is for a 90 degree benefits. That is an IMA policy number.
[AGENT][NEUTRAL] Does the member also have a policy with APL or were you trying to reach 90 degree benefits IMA?
[CUSTOMER][NEUTRAL] Yeah, uh
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Oh, but, uh, already I checked in the 90 degree, but the patient's eligibility information is not pulling up.
[CUSTOMER][NEUTRAL] So that's why we called to this number.
[AGENT][NEUTRAL] OK, so I'm not able to look up.
[CUSTOMER][NEUTRAL] Or shall I say the
[CUSTOMER][POSITIVE] Uh huh, great great.
[AGENT][NEUTRAL] So that's the number that you gave me is a different company's ID number so I can't look up any information with that. Do you have the member's full social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The Social Security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. One moment please.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And you're needing eligibility only for this number, is that correct [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, eligibility only.
[AGENT][NEUTRAL] OK, so any information that I provide for you will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the patient, the first name is uh [PII] and last name is [PII], and members date was is [PII].
[AGENT][NEUTRAL] OK, thank you. So I did look at a policy that he had previously had with APL, but this policy is no longer active, and he does not have any active coverage.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] With us at this time. The policy number that I located was 02483954.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy had an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it termed as of 7-14-2024.
[CUSTOMER][NEUTRAL] OK. Could you please spell out your name?
[AGENT][NEUTRAL] My name and today's date will also be your call reference number. My name is [PII]. It is spelled [PII]
[CUSTOMER][NEUTRAL] OK, and your initial is [PII], right?
[AGENT][NEUTRAL] First initial to the last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you, thank you so much. Have a nice day. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome. Yes, [PII], if that is all I can help you with, thank you again for calling APL and I hope you have a nice afternoon also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye bye.
[AGENT][NEUTRAL] Bye-bye.