AccountId: 011433970860
ContactId: ee95b6b5-fa81-4885-8c92-251ebd37d401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158600 ms
Total Talk Time (AGENT): 58511 ms
Total Talk Time (CUSTOMER): 102508 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ee95b6b5-fa81-4885-8c92-251ebd37d401_20250123T14:42_UTC.wav
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[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Thank you for calling APL. This is Ta[PII]How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Ta[PII]My name is Ly[PII]I am calling from a PCP's office. I'm just trying to make sure that um one of our patients, their plan is active.
[AGENT][NEUTRAL] OK, so we're checking eligibility.
[CUSTOMER][POSITIVE] And uh we're, yes, yes.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, how do I look for this on his card? OK, because on the card it says oh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's a group number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK, uh, there's there's a group number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Outpatient inpatient policy certain number on the card anywhere starts with a 0 maybe? OK, that number.
[CUSTOMER][NEUTRAL] 255.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, so the outpatient?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so 023.
[CUSTOMER][NEUTRAL] 29321 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Mhm. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] 95[PII].
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is 11[PII].
[CUSTOMER][NEUTRAL] And the name is Na[PII].
[AGENT][NEUTRAL] OK, thank you for that information. And so we're just checking eligibility information. I have that for you. I show an effective date of Ap[PII]Uh, this policy is active at this time. Do you have any other questions?
[CUSTOMER][POSITIVE] Alright, have a good weekend.
[CUSTOMER][NEUTRAL] This one
[CUSTOMER][NEUTRAL] OK, and just to clarify, what is this a supplemental?
[AGENT][NEUTRAL] It is a, a Metlink policy that's secondary to the major medical plan.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I just wanna make sure and this.
[CUSTOMER][POSITIVE] All right, thank you so much um is there a way we can.
[CUSTOMER][NEUTRAL] Do you guys, do you guys fax over like uh a list of the full benefits or no yeah.
[AGENT][NEUTRAL] We do not. What type of service is it? Did you say in the doctor's office?
[AGENT][NEUTRAL] OK, so the physician visit fee is not covered. Um, if there's treatment covered treatment in the office, those items can be considered and we don't fax the the benefits over.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] All ri[PII]Anything else?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APLN. Have a good day.
[CUSTOMER][NEUTRAL] You too.