AccountId: 011433970860
ContactId: ac83ae05-05a8-4348-ab69-6315cb4218e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328239 ms
Total Talk Time (AGENT): 97041 ms
Total Talk Time (CUSTOMER): 117284 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ac83ae05-05a8-4348-ab69-6315cb4218e0_20250326T22:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. How are you?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you. I'm calling to verify benefits on the patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your um policy number please?
[CUSTOMER][NEUTRAL] It's um I'm calling from the provider's office and the patient's policy number is 02597860.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] I'm sorry, that name doesn't match. Can I have the policy number again, please?
[CUSTOMER][NEUTRAL] 02597860
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That name you gave me doesn't match the policy number that I have.
[CUSTOMER][NEUTRAL] OK, hold on, 02597860?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the date of birth [PII] is not matching?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What about, um, so it has a total different name?
[AGENT][NEUTRAL] Yes, a different name and a different date of birth.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Are you able to provide me what name is showing or um can we do a name search for the patient?
[AGENT][NEUTRAL] I can't give you the name that.
[AGENT][NEUTRAL] I can do a name search, but I can't violate him and give you the name that's associated with that policy. So what um what, what's the name of your patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII] [PII]
[AGENT][NEUTRAL] OK, wait, um
[AGENT][NEUTRAL] I don't know why it sounded like you. Give me that, that policy number again.
[AGENT][NEUTRAL] That you first gave me?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] Yes, 02
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 78
[CUSTOMER][NEUTRAL] 60
[AGENT][NEUTRAL] OK, you didn't pronounce her name like that the first time.
[AGENT][NEUTRAL] Um, but the date of
[CUSTOMER][NEUTRAL] I did. You asked for it twice.
[AGENT][NEUTRAL] OK, the date of birth is not right, but that's the name I have on the policy. It just didn't sound like that when you said it.
[CUSTOMER][NEUTRAL] So what date of birth do you have?
[AGENT][NEGATIVE] It's not what you gave me.
[CUSTOMER][NEUTRAL] Cause I gave you 2, I gave you two different dates of birth.
[AGENT][NEUTRAL] OK, what's the first date of birth you gave me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, that's not right.
[CUSTOMER][NEUTRAL] What about [PII]?
[AGENT][NEUTRAL] No, that's not right either, but if you, if you have her um address we can use that to HIPA verify.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, the address is [PII].
[CUSTOMER][NEUTRAL] Maplewood, one word.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'll spell the city, it's [PII].
[CUSTOMER][NEUTRAL] [PII] ZIP code [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active with an effective date of [PII]. And did you need a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, you should receive that fax within the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that would be all. And can I have a reference number? I'm sorry?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling AP.
[CUSTOMER][NEUTRAL] And then, um, one more question.
[CUSTOMER][NEUTRAL] I'm sorry, one more question, can we verify if our provider participates with this plan?
[AGENT][NEUTRAL] Um, with this policy, patient can see any provider they choose since we don't have a network.
[CUSTOMER][NEUTRAL] So there's no network. OK. OK. Thank you, [PII].
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye-bye.