AccountId: 011433970860
ContactId: e5d8fbba-870f-408b-bf5a-801a45598867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143779 ms
Total Talk Time (AGENT): 72116 ms
Total Talk Time (CUSTOMER): 51634 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e5d8fbba-870f-408b-bf5a-801a45598867_20250613T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, and uh my name is [PII]. I'm just calling to verify, uh, eligibility for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Of course it is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] That's why I have
[CUSTOMER][NEUTRAL] Uh, he provided 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Do you have the member's policy number? I'm sorry, Social security number?
[CUSTOMER][NEUTRAL] Uh, hold on, I don't, because he still hasn't come in. He scheduled an appointment as a new patient, so.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Let, um,
[CUSTOMER][NEUTRAL] That is what he gave us for member ID, the payer ID, I guess.
[AGENT][NEUTRAL] Yes, on the, um, let him know on the card or he or she, I'm sorry, I just said him, let him or she, he or she know on the card you're looking for a policy certificate number, that's the policy number. It should start with a 01 or 02.
[CUSTOMER][POSITIVE] All right, so I will give him a call and I'll let him know thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, actually, yes, quick question. Uh, can you check if, uh, our doctor is in network?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so we don't really have networks because we're not a major medical, but we're either secondary or a hospital indemnity policy. If it is a hospital indemnity policy that does have a network, it will be the PPO network through multi-plan, but we can confirm what type of policy he has once we um get into it.
[CUSTOMER][NEUTRAL] So this is uh mostly is this kind of like dental through the medical plan?
[AGENT][NEUTRAL] Oh, well, if you're looking for, I mean, we offer dental coverages. I don't know what we don't, we haven't gotten into his policy yet, so I didn't know what it was.
[CUSTOMER][NEUTRAL] OK, OK, so I'll just call him and ask for the member ID. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.