AccountId: 011433970860
ContactId: 9ee2f738-cdc7-4eea-b22e-4c5ff7acabd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174320 ms
Total Talk Time (AGENT): 82189 ms
Total Talk Time (CUSTOMER): 54565 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/9ee2f738-cdc7-4eea-b22e-4c5ff7acabd1_20250115T17:29_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see if a member was active.
[AGENT][POSITIVE] Yeah, I'd love to help you with that today. I'm sorry?
[CUSTOMER][NEUTRAL] And if
[CUSTOMER][NEUTRAL] And if they need authorization.
[AGENT][NEUTRAL] OK, perfect. So we're looking for some eligibility in pre-op and then do you mind if I have your name, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], and can I also have a great callback number for you, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 00750467.
[AGENT][POSITIVE] Perfect, give me a moment to get them pulled up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] and it's uh 32862.
[AGENT][NEUTRAL] Thank you. All right, it does look like he is current and active with us. His effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And his plan um does not require pre-authorization.
[AGENT][NEUTRAL] It's a supplemental policy.
[CUSTOMER][NEUTRAL] OK, no.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And y'all showing for Medicare?
[CUSTOMER][NEUTRAL] As this primary?
[AGENT][NEUTRAL] No, this is a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And how's the the benefits um pay for?
[AGENT][NEUTRAL] Uh, typically, yeah, I guess I'm so sorry. I like hope I'm not answering questions dumb, um, but via check, like I'm I'm so sorry. I just want to, I'm not sure if that's exactly what you were asking, but like you would file a claim and we would issue a check and if you've never filed with us, we would just need a W-9 on that first claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so no all and I'm just gonna do maybe patient.
[CUSTOMER][NEUTRAL] Because I just don't know and.
[CUSTOMER][NEUTRAL] May I have a reference number for our call, please?
[AGENT][NEUTRAL] Yeah, you betcha. Um, it's gonna be my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] I've been writing it all day.
[AGENT][NEUTRAL] You betcha.
[AGENT][NEUTRAL] It's crazy that we're halfway through January at this point.
[CUSTOMER][NEUTRAL] I still can't remember it.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can do for you, my friend?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for giving us a call and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye.