AccountId: 011433970860
ContactId: c2fb0d47-6f0a-4caa-a2cf-d82417d0201f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288089 ms
Total Talk Time (AGENT): 86628 ms
Total Talk Time (CUSTOMER): 86448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/c2fb0d47-6f0a-4caa-a2cf-d82417d0201f_20250626T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check and medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yes, [PII], I can help with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] OK, thank you. And then you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 022 0833 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, I'm sorry, what was that number again? I think I missed a digit.
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 0833 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And the patient's last name?
[CUSTOMER][NEUTRAL] [PII]. The first name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, her date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The member's date of birth is [PII].
[AGENT][NEUTRAL] that policy number you gave me is an old policy number and terminated, but let me give you the new one.
[AGENT][NEUTRAL] 25069006.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Policy is effective [PII] and it's active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. The member ID is 2506906.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. 25069006. OK. I know the plan type?
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] Supplementing your policy.
[AGENT][NEUTRAL] Yes, supplemental, yes.
[CUSTOMER][NEUTRAL] OK. May I know the group number?
[AGENT][NEUTRAL] Uh, group number is.
[AGENT][NEUTRAL] 17328.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 17328. Is there any in-network deductibles and how much they make?
[AGENT][NEUTRAL] Uh, let me pull up the benefits. It's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] And is this, do you need inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] I need only deductibles for inpatient.
[AGENT][NEUTRAL] They don't have a deductible. This is a gap policy, so it pays a secondary. The benefit is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5000 per covered person per calendar year payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID and claims mailing address?
[AGENT][NEUTRAL] Your ID is 60801. Claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The claims mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, another subscriber is a cardholder or dependent?
[AGENT][NEUTRAL] The cardholder.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] It's [PII] Y.
[CUSTOMER][NEUTRAL] May I know the initial, the last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, may I know the call reference number?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day, bye.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.