AccountId: 011433970860
ContactId: b175c21e-0cb9-4500-b815-a0cdcea6d62e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202919 ms
Total Talk Time (AGENT): 56930 ms
Total Talk Time (CUSTOMER): 81499 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b175c21e-0cb9-4500-b815-a0cdcea6d62e_20250422T16:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the provider's office. I need to check eligibility for a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, yeah, I think so. I have 60801.
[AGENT][NEUTRAL] Um, that's our EDI, our payer ID. Do you have a different number?
[CUSTOMER][NEUTRAL] Uh, wait, let me see, um.
[CUSTOMER][NEUTRAL] Yeah, that's the ID. Um, no, she only provided the group number. I will able to check with the group number?
[AGENT][NEUTRAL] Um, yes, what's that?
[CUSTOMER][NEUTRAL] 246-79.
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, do you know if she's the insured or is she a spouse?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have no idea. The patient has a um a primary insurance with us, but they provided secondary um today. She didn't provide the card or anything.
[AGENT][NEUTRAL] OK, let me see if this is it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, policy number is 2, are you ready for the policy number? I'll give that to you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Policy number is 2046789.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much.
[AGENT][NEUTRAL] OK. And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It's not a guaranteed payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, so for their outpatient benefit, it's $6600 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, what's the effective date of coverage, please?
[AGENT][NEUTRAL] Effective date is [PII] and policy is active.
[CUSTOMER][NEUTRAL] Alright, perfect. I have your claims address um as [PII].
[CUSTOMER][NEUTRAL] [PII], is that still the same?
[AGENT][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] Alright, perfect. Um, do we have a reference number or just your name?
[AGENT][NEUTRAL] Uh, reference number is just my name and today's date. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much, [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] You too bye.