AccountId: 011433970860
ContactId: f174d377-878a-4690-ac7b-95d433b418a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238850 ms
Total Talk Time (AGENT): 108734 ms
Total Talk Time (CUSTOMER): 128929 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/f174d377-878a-4690-ac7b-95d433b418a9_20250226T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check the patient's medical eligibility. Could you please help me?
[AGENT][POSITIVE] Yes, so I can help you. What is your callback number we are disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, what is the policy number please?
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Oh yes. The policy number is 02515450 M as in Mike L as in Lima, B as in Bravo.
[AGENT][NEUTRAL] OK, more than likely that's the number 8. Give me one moment please.
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as 02515450 ML8. Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you very much and if you can repeat the patient's name one more time please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much for that verification.
[AGENT][NEUTRAL] And I have that number pulled up and again you're calling for eligibility and benefits, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I can assist you with that. Thank you very much. Now this number shows effective as of [PII]. This policy shows active as a supplemental medical.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment for those outpatient benefits.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payments. We will pay up to $500 per calendar day for covered services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. The effective date is uh [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] The group number is 25087. Is this correct?
[AGENT][NEUTRAL] Let me check that to verify one moment if you could repeat that for me one more time.
[CUSTOMER][NEUTRAL] 25087.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Is there any group name?
[AGENT][NEUTRAL] Yes, group name shows Practice suite, one word.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] INC.
[CUSTOMER][NEUTRAL] Uh, could you please, could you please spell it?
[AGENT][NEUTRAL] Certainly. OK. Again, this is one word. It is P like Papa, R Robert, A alpha, C Charlie.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] T Tango, I India, C Charlie.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] E Edward
[AGENT][NEUTRAL] S [PII].
[AGENT][NEUTRAL] U umbrella.
[AGENT][NEUTRAL] I [PII]
[AGENT][NEUTRAL] T [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] E [PII]
[AGENT][NEUTRAL] And then the second is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. It's [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Yes, you, yes, thank you. For the confirmation, could you please provide your name?
[AGENT][NEUTRAL] My name is [PII]. My last initial is [PII].
[CUSTOMER][NEUTRAL] [PII] and the last name, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Could you please provide the call reference?
[AGENT][NEUTRAL] We do not provide call reference numbers so you can use my name and today's date. Is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] That's it, [PII]. It is Medicare supplement or secondary plan.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is a secondary
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for providing the information. Have a wonderful day.
[AGENT][POSITIVE] Mm thank you for calling APL. You as well. Thank you. Take care bye.
[CUSTOMER][NEUTRAL] Mm.