AccountId: 011433970860
ContactId: a8d0fc88-b0d2-4c62-a11c-4b480fc69b90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176929 ms
Total Talk Time (AGENT): 87086 ms
Total Talk Time (CUSTOMER): 40496 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/a8d0fc88-b0d2-4c62-a11c-4b480fc69b90_20250415T18:26_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, my name is [PII] calling from Austin Diagnostic Clinic. I was just going to verify a member's eligibility.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, 261-5806.
[AGENT][NEUTRAL] 261-5806. Is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so any information [PII] that I 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] Don Donki. I'm sorry, she just told me I was like, how do you say that? Uh uh [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on this limited benefit plan and it is active, effective for [PII].
[AGENT][NEUTRAL] And if you all do file a claim with us for her, once the claim has been processed, [PII], we do have a portal that you should be able to check claim status for us in, and the website for that portal is located at [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and do you guys have a uh PO box? Just because I can pull it up in my system. I can't find this insurance anywhere. I'm sorry.
[AGENT][NEUTRAL] For her policy, the claims would be sent to IMA.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] And their payer ID is 64556.
[CUSTOMER][POSITIVE] OK perfect I found that here. OK, thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. So again, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that'll be it. Thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.