AccountId: 011433970860
ContactId: b61558a0-357b-4e8e-bbe5-c10c53c4a873
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229550 ms
Total Talk Time (AGENT): 96551 ms
Total Talk Time (CUSTOMER): 89829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b61558a0-357b-4e8e-bbe5-c10c53c4a873_20250429T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from [PII]. I need to verify um eligibility for a patient.
[AGENT][NEUTRAL] All right. Happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's in her dad's name. Where did it go on the front.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I have
[CUSTOMER][NEUTRAL] Um, the group name I have the group number and affiliate number.
[AGENT][NEUTRAL] Hmm, OK. What's the group number that you see?
[CUSTOMER][NEUTRAL] OK, APL
[CUSTOMER][NEUTRAL] 20,000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's Universal Trucking Benefits Association.
[AGENT][NEUTRAL] OK. Um, do you have the primary's information like name?
[CUSTOMER][NEUTRAL] The patient or the her her dad?
[AGENT][NEUTRAL] Yeah, we can try by patient, yeah, and see if it comes up that way.
[CUSTOMER][NEUTRAL] I get
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me see then um let me see if I got his birthday in here like they usually don't.
[CUSTOMER][NEUTRAL] Oh yeah, I have his I have his name and his birthday.
[AGENT][NEUTRAL] OK, what's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what state do they live in, [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK. Are we looking for, I apologize [PII], is it medical or dental?
[CUSTOMER][NEUTRAL] This is medical.
[AGENT][NEUTRAL] Medical, OK.
[AGENT][NEUTRAL] Mhm. OK. And then the dependent we're looking for, what is the first name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Alright, so patient is active. Effective date on here is [PII]. Did you need the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if you can, it's probably why it's not coming up right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No problem, so I have it as 00.
[AGENT][NEUTRAL] 929332.
[CUSTOMER][NEUTRAL] OK and then can you check to see if we're in network?
[CUSTOMER][NEUTRAL] I don't have it on this kind of insurance on my sheets of what we cover with the new doctor or new hospital.
[AGENT][NEUTRAL] Let me see what their plan says on here. It's a limited benefit plan, so.
[AGENT][NEUTRAL] Um, I don't believe they're even required to use a network. Let me see here, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I just wanna make sure we take it too that's my thing.
[CUSTOMER][NEUTRAL] We switched over to Henry [PII] in October and they don't take a lot of our insurances that Ascension took.
[AGENT][NEUTRAL] So when I look at the member's card, it looks like it provides um it does participate in a PPO provider network with multi plan.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know if that would be helpful.
[CUSTOMER][NEUTRAL] We are
[CUSTOMER][NEUTRAL] I think we do participate with multi plan.
[CUSTOMER][NEUTRAL] Yeah, I believe we do. OK, then that would be, yeah, then she would, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know nope, that's it and what was your name again?
[AGENT][NEUTRAL] Is there anything else?
[AGENT][NEUTRAL] My name is [PII], which is [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] You're welcome have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.