AccountId: 011433970860
ContactId: 9fe957eb-0aab-44b0-8d9c-9938fffdc269
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176720 ms
Total Talk Time (AGENT): 72038 ms
Total Talk Time (CUSTOMER): 81753 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/9fe957eb-0aab-44b0-8d9c-9938fffdc269_20250502T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling from uh provider's office. I just need to check uh eligibility the patient still has this insurance.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02431080
[AGENT][POSITIVE] Thank you so much. Give me one moment please and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], that's the direct number.
[AGENT][POSITIVE] OK, thank you so much. And Ms. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, this is for.
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][POSITIVE] OK, thank you so much and you say you're calling to verify eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, ma'am. I'm showing her a fixed date of [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, let me just take my notes here active.
[CUSTOMER][NEUTRAL] Is there a group number to the policy?
[AGENT][NEUTRAL] Uh yes, ma'am, give me a moment. Uh, the group number is 16,350.
[CUSTOMER][NEUTRAL] 16,350 and I wanna verify the payer ID is it 60801?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, because we're trying to verify uh electronically.
[CUSTOMER][NEUTRAL] And it's not going through it's just saying the.
[AGENT][NEUTRAL] Are you trying to submit a claim?
[CUSTOMER][NEUTRAL] I mean, we're we should be able to, um, no, uh no, not yet because the patient has an appointment today and we're trying to verify electronically through our uh clearing house.
[AGENT][NEUTRAL] Oh, it wouldn't be that as far as benefits. It's only to like submit a claim, um, for benefits we can verify over the phone, but we don't send out any electronic benefits.
[CUSTOMER][NEUTRAL] And it's coming back.
[CUSTOMER][NEUTRAL] OK, just for me, OK.
[CUSTOMER][NEUTRAL] OK then um what is the website that we can check eligibility at?
[AGENT][NEUTRAL] Oh, there's no website. We have an online service center, but for providers, it's only for to check claim status. Uh, we don't have a website where you can verify benefits.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh yeah, I saw that.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, well, at least I, I already called for May, so we should be OK.
[AGENT][POSITIVE] OK. Yes, ma'am. All right. You're welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] That's all, ma'am thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL and have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.