AccountId: 011433970860
ContactId: a126c033-bf8d-42fd-9a71-2effac9ca2ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240039 ms
Total Talk Time (AGENT): 73006 ms
Total Talk Time (CUSTOMER): 66401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a126c033-bf8d-42fd-9a71-2effac9ca2ac_20250317T14:49_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm trying to find out if a patient's policy, I guess, has been verified with the benefits in a card.
[CUSTOMER][NEUTRAL] When I called last, it was pending.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have D as in Delta 43728.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, hold on just a moment.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if the policy was active or she has a current policy?
[CUSTOMER][NEUTRAL] We had submitted a claim.
[CUSTOMER][NEUTRAL] For data service 12-1924 and we were told that it was received but it was pending eligibility from benefits and a card and we needed to allow more time for the eligibility review to be completed.
[AGENT][NEUTRAL] OK, do you have a claim number? because I'm not showing she has an active policy with APL.
[CUSTOMER][NEUTRAL] 35562999
[AGENT][NEUTRAL] 3556299.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm showing that claim, but this policy canceled [PII] and 23.
[CUSTOMER][NEUTRAL] Policy terms, OK.
[AGENT][NEUTRAL] So it, it won't be reprocessed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there anything noted there about the benefits in a card? I guess the verification?
[AGENT][NEUTRAL] Uh, I'm not sure about benefits in a card. I can just tell you about the claim that we have.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look up some.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] Yeah, she don't have any other coverage. I was trying to see if she had another policy, but I don't show she does.
[CUSTOMER][POSITIVE] OK, alright, thank you very much, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.