AccountId: 011433970860
ContactId: f713f03e-5b09-493d-af10-e7c7bdf164a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451220 ms
Total Talk Time (AGENT): 200036 ms
Total Talk Time (CUSTOMER): 111829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/f713f03e-5b09-493d-af10-e7c7bdf164a0_20250425T14:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I am needing to verify eligibility on a patient we transported.
[AGENT][NEUTRAL] OK, so you're just needing eligibility or, or do you also need benefits? OK, yes, ma'am. Well, I can help you with that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, just illicitly.
[AGENT][NEUTRAL] Sure, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] With [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Yes, ma'am. I have 02302232.
[AGENT][NEUTRAL] OK. Thank you. One moment while I get all of the member's information pulled up, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], any information that I did provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm sorry. Tell me the date of birth one more time, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that is not the date of birth that I have for this number.
[AGENT][NEGATIVE] Not even close.
[CUSTOMER][NEUTRAL] Um, actually, you know what?
[AGENT][NEGATIVE] It's not even close, actually.
[CUSTOMER][NEUTRAL] Do you have
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Cause he did have another birthday listed on his chart, but it was just uh [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Um, again, I'm not able to verify.
[AGENT][NEUTRAL] So you said that one date of birth shows [PII] and you have [PII] also?
[CUSTOMER][NEUTRAL] Yeah, so whenever EMS picked him up, um, he had his date of birth as September and then at the hospital, um, they, I guess, changed it to, uh, [PII]. So he had two of them listed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we weren't really sure which one it was.
[AGENT][NEUTRAL] OK. And I can't disclose that, but I can tell you that the year, we do not have that. I don't, so, I mean, it may be incorrect in our system, [PII], but
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I can probably just.
[AGENT][NEGATIVE] Unfortunately, I can't.
[CUSTOMER][NEUTRAL] I'll just build a patient and have him contact us with whatever date of birth he has on there.
[AGENT][NEUTRAL] OK, because again, if it's, if it's incorrect in our system, I mean, that will need to be updated obviously for the future, for future reference. Do you have the last four of his social?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Or his full social.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] I have his full social.
[AGENT][NEUTRAL] OK, go ahead if you have that and let's verify that.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Based on the social that you gave me, yes, he is the subscriber on this policy.
[AGENT][NEUTRAL] And the effective date on it is [PII].
[AGENT][NEUTRAL] But he does need to reach out to get this other information corrected in the system.
[CUSTOMER][NEUTRAL] OK, I'll put a note on there for him.
[AGENT][NEUTRAL] Now if you will end up filing a claim for him, [PII], once the claim has been processed by APL there we do have a portal in which claim status should be able to be checked.
[AGENT][NEUTRAL] The website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And again, the effective date is [PII].
[CUSTOMER][NEGATIVE] He needs to update
[CUSTOMER][NEUTRAL] Alright, and do you have the claims address by chance?
[AGENT][NEUTRAL] Yeah, so the claims for this policy would be sent to IMA.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], which is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the payer ID, if you would like that, is 64556.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright, and lastly if I could just get a call reference number.
[AGENT][POSITIVE] Uh, yes, ma'am. You will actually use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much. You've been so super helpful I appreciate it.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] 00, well, it was my pleasure in helping you, [PII]. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too ma'am thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.