AccountId: 011433970860
ContactId: f8b81194-d432-4f2a-951d-dc66bea2dc9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241460 ms
Total Talk Time (AGENT): 89851 ms
Total Talk Time (CUSTOMER): 98189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f8b81194-d432-4f2a-951d-dc66bea2dc9d_20250506T16:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from AdventHealth Imaging. I want to check uh we are in network or not and uh
[CUSTOMER][NEUTRAL] Authorization.
[AGENT][NEUTRAL] What is your call back number please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] What is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 022003942 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] OK, I'm so sorry if you could repeat that for me please one more time.
[CUSTOMER][NEUTRAL] Sure. 022.
[CUSTOMER][NEUTRAL] 003942 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, that, that, I'm sorry, that's too many numbers for one of our policy numbers. Um, maybe there's one extra 01 extra 2 in there. Um, give me one moment. If you could check that please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, I think um just a moment.
[CUSTOMER][NEUTRAL] Yeah, just, uh, I think we, it was, um,
[CUSTOMER][NEUTRAL] Yeah. I have a member ID I will uh tell you the number 11 2nd.
[CUSTOMER][NEUTRAL] 022 03942 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] OK, thank you very much. One moment.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information, [PII], and you're calling to check to see if you're in network with this policy, is that correct? I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now the policy that the member has, this is a supplemental medical policy. We do not have a network of providers and as a supplemental payer, we help with the major medicals, deductible, co-pay, and or co-insurance. Again, there's no network for this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK. It's uh if it is a primary paid, the remaining will be supported by APL, right?
[AGENT][NEUTRAL] Once the claim has been submitted and reviewed and processed, if there is a payment to be made and if it is shown towards the deductible, co-pay or co-insurance, a payment will be made.
[CUSTOMER][NEUTRAL] OK. Got it. And um
[CUSTOMER][NEUTRAL] Um, may I know the, uh, also, as a, as in the member ID show as there is no pre-certification, is that, is that correct?
[AGENT][NEUTRAL] That is correct. No pre-structure or pre-authorizations are required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And uh may I know the eligibility dates?
[AGENT][NEUTRAL] Of course, of course, this member shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK. Thanks, [PII]. And um may I have the call reference number for our call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, we do not provide a call reference numbers. [PII], you can use my name in today's date. My last initial is [PII]. Would you need any claim information as far as submission?
[CUSTOMER][NEUTRAL] No. Thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thank you very much for calling APL. Have a good day. Thank you. Take care.
[CUSTOMER][NEUTRAL] Bye bye.