AccountId: 011433970860
ContactId: bbe242fc-e103-49c3-88f2-a50afc11e60c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259670 ms
Total Talk Time (AGENT): 104887 ms
Total Talk Time (CUSTOMER): 114519 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/bbe242fc-e103-49c3-88f2-a50afc11e60c_20250310T18:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII]. I'm calling from Cedar Sinai Medical Center. I'm just calling in regards to a mutual patient that we have. We just scheduled them for a new patient consult, uh, and they provided us with their, their gap insurance, so we just were calling to verify eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with the eligibility chain. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um her name is [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then her
[CUSTOMER][NEUTRAL] Insurance number, she said it was 022.
[CUSTOMER][NEUTRAL] 236-71.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK. All right, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. I do show that [PII] um
[AGENT][NEUTRAL] Her policy number 2223671 is no longer active. It the laps date was [PII], but I'm checking to see. She does have an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 253-8.
[AGENT][NEUTRAL] 157.
[AGENT][NEUTRAL] And the effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Active.
[CUSTOMER][NEUTRAL] And are you able to provide um whether um referral is needed or authorization is required for services?
[AGENT][NEUTRAL] No, ma'am, there's not a referral or authorization with this policy because this is the secondary insurance. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Secondary. OK, perfect.
[CUSTOMER][NEUTRAL] I'm gonna put secondary.
[CUSTOMER][NEUTRAL] And then um is a plant in network with [PII]?
[AGENT][NEUTRAL] Yes, ma'am. It, it coincides with her primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And can I get a claim address, um, since we don't have her car, she just gave us her um her numbers.
[AGENT][NEUTRAL] Yes, yes, um, the claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the zip code is [PII].
[AGENT][NEUTRAL] And we have a payer ID number if you would like that to file electronically.
[CUSTOMER][NEUTRAL] Oh yeah, what's the payer ID number?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][POSITIVE] Thank you. Perfect. And do you have a reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Stay safe. Perfection. All right, [PII], you've been very helpful. I really appreciate your time. You have a wonderful rest of your week, OK?
[AGENT][POSITIVE] You too you have a blessed week and thanks for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.