AccountId: 011433970860
ContactId: dcbc5374-96ad-4fe1-953a-cb7daa8cc72c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282220 ms
Total Talk Time (AGENT): 145141 ms
Total Talk Time (CUSTOMER): 67159 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/dcbc5374-96ad-4fe1-953a-cb7daa8cc72c_20250115T13:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Pacific Edge Diagnostics, and I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you do not need benefits, you only need eligibility. Is that correct?
[CUSTOMER][POSITIVE] That is correct, yep.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, the callback is [PII], no extension.
[AGENT][NEUTRAL] Thank you. And you did say [PII]. Was that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. All right, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] I, I have 60801.
[AGENT][NEUTRAL] OK, that's our electronic payer ID.
[CUSTOMER][NEUTRAL] Oh well that's not good. um, well then I guess I don't have a member ID. Can we go by name and date of birth?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I cannot search by date of birth. I can try by the name unless it's a really common name, and that's gonna be difficult. You don't have a copy of the ID card by chance?
[CUSTOMER][NEGATIVE] I do not. The referring did not send that over to us.
[AGENT][NEUTRAL] OK, so we, we'll certainly see if we can locate with the name, but if not, you know.
[AGENT][NEUTRAL] Then we'll have to go a different route. So what is the
[AGENT][NEUTRAL] What is the last name of the patient?
[CUSTOMER][NEUTRAL] OK, it is [PII]. So it's [PII].
[AGENT][POSITIVE] Thank you. First name?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so just a moment, let's see what we can locate.
[AGENT][NEUTRAL] OK, so I may have located a policy for him, [PII]. What is his date of birth?
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And any information, [PII] that I do provide would be a verification of benefits and not a guarantee of payment. So I have located a policy for him and this supplemental policy is active.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] With an effective date of [PII].
[AGENT][NEUTRAL] The policy number that you should have for him is 02489440.
[AGENT][NEUTRAL] And just a couple of additional things, [PII], because this is a supplement to his primary insurance, when the claim is filed with APO we will have to have a copy of the primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] As well. And then once we have processed our claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You may go to our portal at [PII].
[AGENT][NEUTRAL] And be able to access the explanation of benefits for APL as well.
[CUSTOMER][POSITIVE] OK fantastic um.
[AGENT][NEUTRAL] And if you need a reference number for our call today, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, fantastic thank you so much for your help, [PII] today. I hope you have a fantastic rest of your day and a wonderful rest of your week.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Yes, ma'am. [PII], I hope you have a wonderful day and the rest of your week as well, and thank you again for calling APL if that's all I can help you with.
[CUSTOMER][POSITIVE] Thank you. Have a great one.
[AGENT][POSITIVE] You're welcome. Yes, ma'am, you too.
[CUSTOMER][NEUTRAL] Mhm bye bye bye bye.
[AGENT][NEUTRAL] Bye-bye.