AccountId: 011433970860
ContactId: b088a105-625f-42bc-88ab-97e448f9ec06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150360 ms
Total Talk Time (AGENT): 56655 ms
Total Talk Time (CUSTOMER): 61849 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/b088a105-625f-42bc-88ab-97e448f9ec06_20250310T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] from the provider office to obtain the eligibility information of patient health insurance.
[AGENT][NEUTRAL] Sure, I can check the eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, sure. It is [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01873541. M as in Mary, L as Lima, number 7.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Is the member ID is correct what I have provided you?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And the billing address will be [PII], is that correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the electronic pay ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][POSITIVE] 60801. Thank you so much. And what is the remaining deductible amount for this patient?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me see if this plan has a deductible. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh. Sure.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, and this was for um outpatient?
[CUSTOMER][NEUTRAL] Uh, OK. So it is, uh, that's just not mentioned here. We just know this is for the medical coverage.
[AGENT][NEUTRAL] OK, no worries. Of course, I will let you know verification of coverage is not a guarantee of payment for claims. Uh, so this policy does not have any deductibles.
[CUSTOMER][NEUTRAL] So the remaining amount is 0, right?
[AGENT][NEUTRAL] There's no deductible to be met.
[CUSTOMER][POSITIVE] Thank you so much. Can I have your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day bye.