AccountId: 011433970860
ContactId: a9ead6c6-1932-4271-b769-bde0a11fb76c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157130 ms
Total Talk Time (AGENT): 69299 ms
Total Talk Time (CUSTOMER): 72610 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/a9ead6c6-1932-4271-b769-bde0a11fb76c_20250404T19:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling from Memorial Regional Hospital Preservices department calling just to check on a member's eligibility please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] option 3.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have um 02550750.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm. Thank you, Ms. [PII]. All right. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, so it's like a gap policy it's APL is that American Public Life?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it is a gap insurance, correct?
[AGENT][NEUTRAL] Um, it is not really a gap. It's a secondary supplemental because what we do is we help with the um with the primary deductible co-payment and co-insurance, but we do pay directly to the provider of service if they sending the claim.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, perfect. um, do you know if there's any authorization required um for procedures? it's like a supplemental or.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, we follow a primary.
[CUSTOMER][NEUTRAL] So if
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] If they need an off, let's say for their primary, would they need an off from you guys?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] The primary should be enough as long as the primary approve and apply the amount towards the deductible co-payment and co-insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] So I could really just put no off required then for you guys because.
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. Would you be able to give me a reference number for our call please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] All right, can I just get the first initial to your last name then please?
[AGENT][NEUTRAL] Mhm. Sure, yes, that's [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much. Have a good day.
[AGENT][POSITIVE] Mm. You're welcome. You as soon. Thank you for calling ATL. Have a good weekend, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.