AccountId: 011433970860
ContactId: dba2e6b7-d234-497e-a2a1-703a90587b9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276959 ms
Total Talk Time (AGENT): 124137 ms
Total Talk Time (CUSTOMER): 111575 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/dba2e6b7-d234-497e-a2a1-703a90587b9d_20250331T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I am calling from my provider's office. Just need to verify eligibility for one patient, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with the eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII] last initial is [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I just have, it says subs I've got the subscriber ID and the group number possibly it says D as in dog 462.
[CUSTOMER][NEUTRAL] 04827
[AGENT][NEUTRAL] Do you have a card with a policy certificate on it?
[CUSTOMER][NEUTRAL] Let me see if we have the card on file. Hang on just one second.
[CUSTOMER][NEUTRAL] No, it looks like it just came over um on the claim as American Public Life and then it's got uh the subscriber ID and like a group number and of course I've got the patient demographics as well.
[AGENT][NEUTRAL] Yeah, let's do a name search because our policy starts with a 0 and it is this policy certificate number, policy er number. What's the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That's my best guess.
[AGENT][POSITIVE] That sounds good to me.
[AGENT][NEUTRAL] Thank you, [PII]. And what is [PII], I mean, sorry, what is the patient's date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking for an active policy. Now he did have a policy with us from [PII], but his APL policy has, there's no active coverage.
[CUSTOMER][NEUTRAL] OK, no active coverage just from 8723 to [PII]. This one actually my date of service is [PII].
[AGENT][NEUTRAL] Since that day, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that would actually.
[AGENT][NEUTRAL] Well, it would be covered, yeah, it would be active for that data service. I can give you that policy number.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] OK, yeah that'd be great.
[AGENT][NEUTRAL] The policy number is 2363461.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK great and that's so not no 0 in the front just use that.
[AGENT][NEUTRAL] Yeah, you, it doesn't require 0. You can put the 0, that's fine but when looking on the card, I always say it starts with a 0.
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] Perfect. And then can you tell me is this um what kind of policy is this? Is it like Medicare, Medicaid, supplemental, just commercial?
[AGENT][NEUTRAL] It is a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] It is an indemnity OK.
[CUSTOMER][NEUTRAL] All right, and then where do we need to send those bills to?
[AGENT][NEUTRAL] It would go to [PII].
[AGENT][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today I really appreciate it and do you mind if I grab a call reference number?
[AGENT][NEUTRAL] Absolutely. The call reference number would be my name in today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] First initial last name, [PII]. It was a pleasure to help you with that eligibility. Anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, ma'am, that's everything thank you so much.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and have a lovely afternoon.
[CUSTOMER][NEUTRAL] Too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.