AccountId: 011433970860
ContactId: 9e4eaa07-0eed-4406-b701-77fc0e436eec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251130 ms
Total Talk Time (AGENT): 129747 ms
Total Talk Time (CUSTOMER): 107460 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/9e4eaa07-0eed-4406-b701-77fc0e436eec_20250109T18:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] I'm fine and you?
[CUSTOMER][NEUTRAL] I'm well. My name is [PII]. I'm calling from Jackson South Medical Center. I am calling on behalf of a patient who was scheduled to receive physical therapy at our outpatient facility. I just needed to verify that um the the members' benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said your name is [PII], is that correct? OK, [PII], and are you needing eligibility also or strictly benefits?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, yeah, well, eligibility and benefits, that's fine.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with those things, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um, I have 108161.
[CUSTOMER][NEUTRAL] 9 M as in Mary, L as in Lima 5.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we're missing a number somewhere. You said 010816. Yeah.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] No, it's 10.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 1081619 ML5
[AGENT][NEGATIVE] Right. We're missing a number somewhere.
[CUSTOMER][NEUTRAL] OK, uh, let's see if I can look.
[AGENT][NEUTRAL] You have the ID card?
[CUSTOMER][NEUTRAL] No, we, we, it was they must have, uh, give me one second, let me try to see if I can look for it in my, um.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] The medical records because they didn't indicate anything else. Are you able to look for it by your social?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Is your patient a subscriber?
[AGENT][NEUTRAL] On the plan?
[CUSTOMER][POSITIVE] I believe so, yes.
[AGENT][NEUTRAL] Yes, if it's the subscriber, I can try by the social. What is that phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment, [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][POSITIVE] Oh, absolutely. You're welcome.
[AGENT][NEUTRAL] OK, and maybe this is the policy.
[AGENT][NEUTRAL] And any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, the date of birth I have is [PII].
[AGENT][NEUTRAL] OK, thank you. So the most recently active policy that he had with us, I can give you the number, but this policy is not active any longer. He doesn't currently have an active policy. The most recent active policy was 01.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 43.
[AGENT][NEUTRAL] 8653.
[CUSTOMER][NEUTRAL] 0143 8653
[AGENT][NEUTRAL] Yes, ma'am, and that policy was active from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To its term date of [PII].
[AGENT][NEUTRAL] And he has not had another policy with us since that that time.
[CUSTOMER][NEUTRAL] OK. I see.
[CUSTOMER][NEUTRAL] OK, so he hasn't. OK, perfect. Alright, [PII], I mean if he's not, um, if, if he's not has no active that I mean I'll contact him and let him know, um, that he doesn't have any active, um, coverage with us.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, not with us. Now, he may have other insurance, you know, with another provider, but with APL, he does not.
[CUSTOMER][NEUTRAL] OK perfect and there's a reference number for our call?
[AGENT][POSITIVE] Sure, you would actually use my name [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK, and what's the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII] have a great day.
[AGENT][POSITIVE] Well, you too, and thank you again for calling APL. I hope you have a nice afternoon also.
[CUSTOMER][NEUTRAL] OK.