AccountId: 011433970860
ContactId: e758a548-a6c6-44df-8e8d-98cd102edbfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150119 ms
Total Talk Time (AGENT): 67245 ms
Total Talk Time (CUSTOMER): 67362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e758a548-a6c6-44df-8e8d-98cd102edbfd_20250103T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] with Saint Luke's Regional Medical Center. How are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm good thank you hey I need to just verify some eligibility for a patient of ours. Can you help me out with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course I could check eligibility for you. uh, [PII], first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[CUSTOMER][NEUTRAL] Um, I'm sorry, [PII]. I was about to give you my cell phone number, my bad.
[AGENT][NEUTRAL] You said that was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] got it OK.
[AGENT][NEUTRAL] Alrighty and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Let me just scroll down to the card. Give me a second. It says, let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm assuming it will be the 8 outpatient one it's um 02359498 M as in Mary, L as in Lincoln 8.
[AGENT][NEUTRAL] OK, thank you. And then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] And the patient that I have is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you for verifying that, [PII]. So, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. And are you guys associated with a network by chance?
[AGENT][NEUTRAL] No, it is very dependent on, excuse me, on her major medical. So if they're not willing to pay, this policy can't. If they are, then this policy can.
[CUSTOMER][POSITIVE] Sounds perfect. And then um what is your timely filing?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, um, sir, can I get a call reference number for today's call?
[AGENT][NEUTRAL] Oh yeah, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] A R A. last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That is it. Thank you so much you have a great day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.