AccountId: 011433970860
ContactId: d0ec8858-27ff-4ae3-a46d-e7ae044dd091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269609 ms
Total Talk Time (AGENT): 137201 ms
Total Talk Time (CUSTOMER): 117601 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/d0ec8858-27ff-4ae3-a46d-e7ae044dd091_20250124T23:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. My name is [PII] and I'm calling from Tacoma General Hospital. I just had a question about this patient's plan. Um, I want to know if authorization is required. It looks like it's secondary to [PII], but I haven't seen this one before, so I just wanted to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, we could take a look at that and make sure that, uh, just check to see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Make sure.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is D468-02109.
[AGENT][NEUTRAL] OK, so that's actually not one of our policy numbers, [PII], that is going to be through, um, they're called 90 Degrees. Uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh what was the name for the patient?
[CUSTOMER][NEUTRAL] Um, it is
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, I did not get them popping up with that social. Let's see, um, would you mind spelling out their first and last name for me? I could try searching that way.
[CUSTOMER][NEUTRAL] OK. Oh, and it's under [PII]. That's the subscriber name.
[CUSTOMER][NEUTRAL] And the group is [PII].
[AGENT][NEUTRAL] [PII]. OK, I didn't get that result either. Um, let's see, I could try searching, is it um just [PII].
[CUSTOMER][NEUTRAL] Group name number is that?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, yes, [PII].
[AGENT][NEUTRAL] OK, let me try searching for him.
[CUSTOMER][NEUTRAL] Um, they say it was active [PII] and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know. It just says on the card it says limited benefits, so, uh, just trying to see here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it's um those multi plans uh 90 degrees sometimes they do have policies with us, um, and other times it would just be through them um what state does [PII] live in?
[CUSTOMER][NEUTRAL] Looks like [PII] because I'm yeah I'm just trying to figure out who yeah.
[AGENT][NEUTRAL] OK, I think I might have found him.
[AGENT][NEUTRAL] Do you have his date of birth?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Uh, no, I have the patient's date of birth. I don't have the subscribers, yeah.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] What, what was, what was the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, OK, I did find it all right, um, so it is active. Let me go ahead and give you this policy number, um, this is their policy number with us, uh, let me know when you're ready.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 5650007.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so this is a limited indemnity medical plan, um, so it's more like it just pays a set dollar amount per office visit or um procedure.
[AGENT][NEUTRAL] Let me see, yeah, this is their only medical plan they have with us.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, so it, it would be secondary because she looks like she's got Melina Apple Health as primary, so we have an off on file for that. So you guys are just like a supplement or something so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome, OK.
[AGENT][NEUTRAL] This is definitely more supplemental yeah it's um it does not require any authorization not a part of any network or anything like that.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh good. Oh good. I just wanted to make sure. Um, thank you so much. I appreciate that. And is there a reference number for the call?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It would just be my first name, last initial and then today's date, uh so my name is spelled [PII], last initial is [PII] Did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, that'll do it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.