AccountId: 011433970860
ContactId: e1603d10-158b-44c5-ac04-7bf234bea6b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154669 ms
Total Talk Time (AGENT): 41920 ms
Total Talk Time (CUSTOMER): 78791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e1603d10-158b-44c5-ac04-7bf234bea6b9_20250617T14:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling on behalf of Memorial Hospital Pre Services department. Uh, I just need to verify, uh, if this patient is active and what network do you guys use.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] 01669813 ML 8.
[AGENT][NEUTRAL] OK, thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Uh, so the policy is active and effective [PII]. Um, this is a secondary policy, so it picks up after a primary processes the claim, um, so there's no network required.
[CUSTOMER][NEUTRAL] OK. So is this like a Medicare supplement or is this like um
[AGENT][NEUTRAL] Do you need the benefits for it?
[CUSTOMER][NEUTRAL] What kind of
[CUSTOMER][NEUTRAL] Well, is, like I, I need to know if this is like a Medicare supplement or if it's like just a genetic, generic supplement like or do you guys use like United? Do you guys use
[AGENT][NEUTRAL] It's just a supplemental policy, supplemental secondary. It's not associated with Medicare or any other PPO network.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then um
[CUSTOMER][NEUTRAL] It is secondary to AMed. Now, um, does it require an authorization for an outpatient procedure?
[AGENT][NEUTRAL] No, no office required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, so active since [PII]. supplement secondary, no all required. OK. And then what was your name again?
[AGENT][NEUTRAL] It's [PII] and first initial to last name is [PII].
[CUSTOMER][NEUTRAL] OK, and then can I get a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is my name and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] Nope, that is all. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too, bye bye.