AccountId: 011433970860
ContactId: b047c626-70c9-4e0f-9569-c4d9fed5c91e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231320 ms
Total Talk Time (AGENT): 105659 ms
Total Talk Time (CUSTOMER): 65902 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/2025/01/17/b047c626-70c9-4e0f-9569-c4d9fed5c91e_20250117T13:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Mount Sinaia West. I'm trying to obtain the updated member ID for one of my patients.
[AGENT][NEUTRAL] OK, so you're just needing to get an updated policy number for a member, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have uh one policy number for the member that I can use as reference to locate their information?
[CUSTOMER][NEUTRAL] Let me see, I think I have her old one because the thing is she lost her card.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, well you can give me that one and I should be able to cross reference it, [PII].
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] The do I give you the group number or the in hospital benefits certification number?
[AGENT][NEUTRAL] Uh, the inhospital benefit certificate number, please.
[CUSTOMER][NEUTRAL] OK, it's gonna be 0214.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0826 M for mom, L for Larry 7.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], so any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So her current active policy is policy 02502537 and this policy has an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great. That was all I needed for today.
[AGENT][NEUTRAL] OK, and just one additional thing, [PII] in case um you're not aware if you all are gonna be filing a claim with APL on this policy, we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim and then once we have processed our claim here at APL, you should be able to access our explanation of benefits by going to secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty sounds good.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else this morning?
[CUSTOMER][POSITIVE] No, that would be all thank you so much for your help.
[AGENT][POSITIVE] OK, yes, [PII], you're very welcome and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.