AccountId: 011433970860
ContactId: a835bce2-e72a-4bc4-a1c3-30e42d060d1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202339 ms
Total Talk Time (AGENT): 108903 ms
Total Talk Time (CUSTOMER): 74014 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/a835bce2-e72a-4bc4-a1c3-30e42d060d1f_20250424T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a doctor's office. I'm just calling to confirm patients eligibility as a secondary, please.
[AGENT][NEUTRAL] OK, I can check eligibility for you. Sure, yeah, I can check that. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is the outpatient 01892778ML8.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], 73,170.
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment though, I'll see if they might have one that's active. It could just be a different policy number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do, um, so let me know when you're ready and I can give you this updated policy number.
[CUSTOMER][POSITIVE] OK, OK, I'm ready.
[AGENT][NEUTRAL] Alrighty, that is 0234.
[AGENT][NEUTRAL] 1070.
[CUSTOMER][NEUTRAL] OK, so the it was breaking up the phone, so I just wanna confirm that I have it right. 02341070.
[AGENT][NEUTRAL] Oh, sorry, yes.
[AGENT][NEUTRAL] Correct, yes, and so of course this one is currently active, uh, that effective date picked up where that other left off, so [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and does it cover any co-pays, deductibles from the primary?
[AGENT][NEUTRAL] Yes, so as it is a secondary medical, it is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. Uh, you said this was for a specialist, uh, office visit?
[CUSTOMER][NEUTRAL] For a specialist?
[CUSTOMER][NEUTRAL] Yes, dermatologist. Mhm.
[AGENT][NEUTRAL] OK, OK, let me check to see if that is covered.
[AGENT][NEUTRAL] And of course I will let you know verification of coverage is not a guarantee of payment for claims that this policy does not cover office visits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][MIXED] OK, does not cover.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this, uh, is there any letters in the uh member ID like in the other one or just the numbers you gave me?
[AGENT][NEUTRAL] Um, it really doesn't make a huge difference. The ML7 is typically, yeah, it's just to kind of separate, uh, whether or not it's for inpatient or outpatient. So ML7 is going to be inpatient. ML8 is outpatient, but this is the actual policy number itself.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, can I get a reference number, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], last initial [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.