AccountId: 011433970860
ContactId: b985c515-6ae8-4f64-9666-9e705e216345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194600 ms
Total Talk Time (AGENT): 50943 ms
Total Talk Time (CUSTOMER): 101115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/b985c515-6ae8-4f64-9666-9e705e216345_20250616T19:36_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] and I'm calling from a hospital setting. I was calling to check on a specific plan to see if this member um is active on the policy.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me one second to get back to the card. Uh, I have a group number.
[AGENT][NEUTRAL] Uh it should be a certification number.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] I see. Well, the member wrote the ID number in their handwriting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know on the card, um, it's 01618477.
[CUSTOMER][NEUTRAL] M as in [PII], [PII].
[CUSTOMER][NEUTRAL] And the number 8.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], uh, but I can't talk today.
[CUSTOMER][NEUTRAL] Um, date of birth is uh [PII].
[AGENT][NEUTRAL] Oh, let's see, looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, so, um, I see they have a primary so I would guess that they're using this as a secondary, um, is this like is this like a gap limited payer?
[AGENT][NEUTRAL] Yes, it is. Um, do you need the benefits on it?
[CUSTOMER][NEUTRAL] Oh how does this work?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, please.
[AGENT][NEUTRAL] OK, is this for outpatient services?
[CUSTOMER][NEUTRAL] Yes, it'll be done. It is for, it's a CT, uh, they're coming in for imaging at the hospital, so it is outpatient.
[AGENT][NEUTRAL] OK. Um, not a guarantee of payment, basic outline of the policy. Um, so this will pick up after primary processes the claim, anything that's left over, deductible, co-pay, and co-insurance, pays 100% up to $3000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Alright, and then if you, uh, and apologize, I missed your name.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK, and [PII], do you happen to have a reference call for us?
[AGENT][NEUTRAL] Uh, reference is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, I will use that.
[CUSTOMER][NEUTRAL] OK, alright, we just needed to see if this one was active and we'll use it as a secondary.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, ma'am, that was it. Thank you for your time.
[AGENT][POSITIVE] Thanks for calling [PII]. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.