AccountId: 011433970860
ContactId: dbb12d87-12c0-4a8c-9085-e1d66d941fab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107750 ms
Total Talk Time (AGENT): 40108 ms
Total Talk Time (CUSTOMER): 58890 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/dbb12d87-12c0-4a8c-9085-e1d66d941fab_20250102T19:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, um, I'm sorry I missed your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], my name is [PII] I'm calling from AIDS Healthcare Foundation North Point in [PII], just trying to verify benefits for a patient that they're active for a Medicare supplement policy.
[AGENT][POSITIVE] No problem, [PII]. I'm happy to verify benefits today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It's 02559255.
[AGENT][POSITIVE] Alright, thank you so much and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My callback number is [PII]. I do have an extension at that number. My extension is [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So the patient is active. The effective date on this is [PII]. Uh, we are the secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] So if I, um, once I add the policy to the patient's chart, I should just let our biller know that that has, um, been added so that she, if there's a, let's say cause I didn't realize the patient had this policy, he didn't tell us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so, so theoretically if it was a recent visit she could rebuild it with that policy added, correct?
[AGENT][POSITIVE] Oh yeah, absolutely, as long as the patient was active um on the data service, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much, [PII]. I appreciate your help. Happy [PII].
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye.