AccountId: 011433970860
ContactId: f6745b71-73e3-4d70-aab5-68d7c274eff2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219220 ms
Total Talk Time (AGENT): 95763 ms
Total Talk Time (CUSTOMER): 88358 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f6745b71-73e3-4d70-aab5-68d7c274eff2_20250325T16:49_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 [PII]. My name is [PII]. I'm calling with Honor Health. I just have a medical ID number. I'm needing to verify if it's active or not.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number, please?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on a moment, let's see what is my.
[CUSTOMER][NEUTRAL] This is what happens when you change phone numbers.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mind you, I've had this this number for a year and a half and I still don't remember it. Um, it's [PII]. I had an extension for such a long time and then I moved up and they give you a direct line now and I'm like I don't remember my direct number.
[AGENT][NEGATIVE] You know, it's horrible when they change things on us, isn't it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I feel you. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Oh, I'm confused. I have a policy number and a medical ID number, which I have a policy number of 02588888 on [PII].
[AGENT][NEUTRAL] So, mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And you're needing for medical.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Services, OK. So for medical services, you would use the policy er number.
[AGENT][NEUTRAL] For preventive or wellness, that's where that medical ID number comes into play.
[AGENT][NEUTRAL] That's a different company. They covered the medical, I mean the preventive and wellness. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does this plan cover any like hospital or emergency services?
[AGENT][NEUTRAL] Mhm. It does. His policy is active.
[AGENT][NEUTRAL] And set policy cert number through APL. Effective date is [PII].
[AGENT][NEUTRAL] And the policy does provide benefits for emergency room. Um, what type are you needing a specific benefit?
[CUSTOMER][NEUTRAL] No, no, no, I just needed to verify if he was active or not. So I'm gonna, when we build the claim out, we're gonna use that 02588806, not the medical ID number, correct?
[AGENT][NEUTRAL] That's correct. For medical services, you're gonna use the policy cert number for wellness, it would be the medical ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We'll get there.
[AGENT][NEUTRAL] It's like a dual policy and their medical services are through APL Wellness implemented through 90 degree Benefits or IMA.
[CUSTOMER][NEUTRAL] Yeah, 92. I know 90. OK, perfect. And what was your name again?
[AGENT][NEUTRAL] My name is [PII]. If you need a reference number, it would be my name and today's date.
[CUSTOMER][POSITIVE] Beautiful, thank you so much. I appreciate your help.
[AGENT][POSITIVE] [PII], it's been a pleasure to assist you with that eligibility today. Thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][NEUTRAL] Bye-bye.