AccountId: 011433970860
ContactId: e050b000-200f-409d-9a68-ebac1c328990
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256059 ms
Total Talk Time (AGENT): 115081 ms
Total Talk Time (CUSTOMER): 92962 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/e050b000-200f-409d-9a68-ebac1c328990_20250410T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], I just need to verify uh patient effective dates, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, yeah, I can check that effective today. uh, what was your name?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] I do [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, that is gonna be a bit too long to be one of our policy numbers, [PII]. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, let me take a look to see if I have that.
[CUSTOMER][NEUTRAL] Um, yes, uh, whenever you're ready.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I did not get a result with that social, [PII]. Um, the only other thing I can try is if you would uh spell out the first and last name for me, and I can try searching that way.
[CUSTOMER][NEUTRAL] Sure, um, it could be that maybe this is a past policy, but you should be able to see that, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, yeah, first name is [PII], so it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then just last name [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] What state does, uh, [PII] live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, I do believe I found her. What was her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, yes, OK, and so the reason I couldn't find with the social is uh she's not the primary, it's um her spouse [PII]. OK, awesome. Well, I did find that policy and whenever you're ready I can give you that correct policy number.
[CUSTOMER][NEUTRAL] OK, um, what is that policy number?
[AGENT][NEUTRAL] That is 02088034.
[CUSTOMER][NEUTRAL] OK, so I have 02088034?
[AGENT][NEUTRAL] Correct. Um, and so this is a, uh, secondary medical policy, um, designed to help with co-pay, deductible and co-insurance after major medical pays. It is currently.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that effective date was [PII].
[CUSTOMER][NEUTRAL] [PII], OK, to current, alright and lastly, um, let me see, so this is a supplemental plan, OK, and I have a billing address of [PII]. Would that be correct?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is correct. I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, um, what is that EDI Payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][POSITIVE] OK, perfect. I don't need the fax number, that's fine. OK, awesome. All right, that is all I need. Um, if I can get a reference number, we should be good to go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, that would just be my first name, last initial, and today's date and so my name is spelled [PII] Oh was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, we're good to go. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.