AccountId: 011433970860
ContactId: d75d89ad-5e6d-4f9b-bfe3-b4e1f941993c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265970 ms
Total Talk Time (AGENT): 64866 ms
Total Talk Time (CUSTOMER): 98861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/d75d89ad-5e6d-4f9b-bfe3-b4e1f941993c_20250401T18:17_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] I'd be happy to assist. May I have the policy number please?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] It is 01887320.
[AGENT][NEUTRAL] Um, that is not a valid policy number.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] One moment, let me check the document.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that's not a valid policy number or social.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's not in our system. What's the patient's name?
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] Spell that for me?
[CUSTOMER][NEUTRAL] The first name spells like uh [PII].
[CUSTOMER][NEUTRAL] The last name spells like uh [PII]. It's spells like [PII].
[AGENT][NEUTRAL] OK, there's no one in our system by that name.
[CUSTOMER][NEUTRAL] One moment. Could you please ask me the name of [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there's no one in our system by that name.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The patient having a card copy is showing the same thing.
[AGENT][NEUTRAL] You said they have a hard copy?
[CUSTOMER][NEUTRAL] I do have the group number also.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, those numbers are not in our system, ma'am.
[CUSTOMER][NEUTRAL] OK, no problem. Could you please spell your name for me?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Yeah, I do have one more question. Could you please help?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 02353000.
[AGENT][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me see, wait a minute.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII], the date of birth is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for that and what's the date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is for the month of April.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just need eligibility only. Thank you for that information, [PII]. And may I know which is the primary to this patient?
[AGENT][NEUTRAL] OK. You'll have to ask the um patient who their primary insurance is.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Is there any call reference number?
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] Thank you and have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye.
[AGENT][NEUTRAL] OK.