AccountId: 011433970860
ContactId: ddd6800e-1708-48eb-ad11-78fafad7bc6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220259 ms
Total Talk Time (AGENT): 61277 ms
Total Talk Time (CUSTOMER): 111448 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/ddd6800e-1708-48eb-ad11-78fafad7bc6a_20250502T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, my name is, uh, [PII], and I am calling from Nuance Health. I'm looking for uh verification for a patient that, uh, just scheduled a screening mammogram with us.
[AGENT][NEUTRAL] So are you needing eligibility or benefits?
[CUSTOMER][NEUTRAL] I, I don't know. I typically don't do this. I just need to know if the insurance is active.
[AGENT][NEUTRAL] OK, and may I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Uh, I'm in a call center, uh, [PII].
[AGENT][NEUTRAL] Policy number please.
[CUSTOMER][NEUTRAL] Um, yeah, another thing that was strange, the, the girl says she doesn't have a policy number on her card. She only has an employee ID number. However, the doctor's office that sent over the order gave listed a policy number, so I'll give you that number and see if that means something, um, so that number would be 0259.
[CUSTOMER][NEUTRAL] 263 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] uh I guess I'm not China, spelled [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] Date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that the member is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, and I wanna just double check, uh, I booked where I booked her to make sure that that's in network.
[AGENT][NEUTRAL] This policy is not based in or out of network.
[AGENT][NEUTRAL] It's just a contracted policy.
[CUSTOMER][NEUTRAL] So then
[CUSTOMER][NEUTRAL] Everybody needs to accept it is what you're saying?
[AGENT][NEUTRAL] It's the provider's discretion, we can't tell them to accept it. It's the provider's discretion.
[CUSTOMER][NEUTRAL] Or every, any place.
[CUSTOMER][NEUTRAL] OK, so whatever, um, so do you have any kind of a number that you can give me that's saying that it's uh uh uh active or?
[AGENT][NEUTRAL] I just gave you the effective date which is [PII].
[CUSTOMER][NEUTRAL] Or no.
[CUSTOMER][NEUTRAL] Alright, what's your uh first name?
[AGENT][NEUTRAL] The first name is [PII], that is spelled [PII]
[AGENT][NEUTRAL] [PII] with the last initial of [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] All right perfect thank you appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.