AccountId: 011433970860
ContactId: ea43cd21-c368-455e-ac23-ae1329ef8e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252029 ms
Total Talk Time (AGENT): 139575 ms
Total Talk Time (CUSTOMER): 79541 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ea43cd21-c368-455e-ac23-ae1329ef8e54_20250130T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is Lindon customer services. How, how are you?
[AGENT][POSITIVE] I'm doing good, [PII]. How about you?
[CUSTOMER][POSITIVE] I'm good. I have a provider on the phone, um, calling for eligibility and benefits.
[AGENT][NEUTRAL] OK, who do you have?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And so on policy 2359601.
[CUSTOMER][NEUTRAL] She's calling on participant 2 [PII].
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] 3010332
[AGENT][POSITIVE] Alrighty, [PII], thanks so much. Go ahead and give it to me.
[CUSTOMER][POSITIVE] All right, thank you, and here she is.
[AGENT][NEUTRAL] Yeah. All right, bye bye.
[AGENT][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], this is [PII] in the claims department. She said you was checking status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, eligibility for the patient.
[AGENT][NEUTRAL] OK, benefits. All right, let me get over to that screen and your patient's name, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, it looks like [PII] is a dependent on this medical supplemental plan. Now, I do show the original effective date being [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but what exact benefit are you needing today, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, only deductible. Uh, ma'am, before that, you said that the patient is still active, right?
[AGENT][POSITIVE] Yes, patient is still active, yes.
[CUSTOMER][NEUTRAL] Uh, can you help me with the group number as well?
[AGENT][NEUTRAL] Yes, ma'am. Let me get over to that screen. Let's see.
[AGENT][NEUTRAL] The group number is 16583.
[CUSTOMER][NEUTRAL] Uh, thank you. And uh ma'am, uh, plan name, please, it's a supplement plan, right?
[AGENT][NEUTRAL] The plan name.
[AGENT][NEUTRAL] Yes, ma'am. This is the medical supplemental plan to the major major medical coverage, and the name of the group where they work is Holly Brook Golf and Tennis Club.
[CUSTOMER][NEUTRAL] Thank you. And can you also please help me with the claims mailing address and the payer ID?
[AGENT][NEUTRAL] Yes, ma'am. Uh payer ID is 60801.
[AGENT][NEUTRAL] And our mailing address is [PII].
[AGENT][NEUTRAL] And that is to [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And our zip is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you so much for this information. And ma'am, can you also please help me with your name?
[AGENT][NEUTRAL] Yes ma'am. My name is [PII] and that is spelled [PII] And of course, I can only state this information. I cannot guarantee any type of benefit over the phone, OK?
[CUSTOMER][NEUTRAL] Sure, ma'am.
[AGENT][NEUTRAL] Is that all that I can help you with?
[CUSTOMER][NEUTRAL] Uh, nothing else. And, uh, ma'am, can you help me with the reference number as well, please?
[AGENT][NEUTRAL] And I'm sorry, what was your question?
[CUSTOMER][NEUTRAL] Call reference number for our call?
[AGENT][NEUTRAL] The call reference number. OK, [PII], we do not give call reference numbers [PII], but you can use my name in today's date if you need to do so, OK.
[CUSTOMER][POSITIVE] Sure. Thank you so much. Thank you again, ma'am, and have a great day. Bye-bye.
[AGENT][POSITIVE] You as well, and thanks for calling APA Omegatata.