AccountId: 011433970860
ContactId: f91a31b9-fc72-4bd0-abb4-56703b61caa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208839 ms
Total Talk Time (AGENT): 73009 ms
Total Talk Time (CUSTOMER): 92840 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f91a31b9-fc72-4bd0-abb4-56703b61caa9_20250529T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from a provider's office. I have a member ID. I want to obtain eligibility, would like to verify the billing address that I have and want to obtain if there is any in-network remaining deductible for this member ID.
[AGENT][NEUTRAL] OK, I can verify eligibility and benefits for you, and I apologize your name is again?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm sorry, say again, your phone cut out.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is 0245015.
[CUSTOMER][NEUTRAL] Uh, pardon, pardon. It's not the policy number. The policy number is
[CUSTOMER][NEUTRAL] 2450181
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, yeah. It is [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] the [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active under the policy, and with this policy as a secondary supplemental plan, uh, prior authorization is not required and we do not have a network.
[CUSTOMER][NEUTRAL] OK. Uh, and the billing address that I have is [PII]. Is it correct?
[AGENT][NEUTRAL] Uh, no, sir, that address changed [PII]. So when you're ready I can give you the correct mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And uh is there any electronic mail ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK. And is there any deductible for this number?
[AGENT][NEUTRAL] Uh, no, there is no deductible, co-pay or co-insurance under this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, one more thing, um, the member ID I told you 2450181, is this correct, right?
[AGENT][POSITIVE] Uh, that is correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK. And you said your name is [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. That will be all, OK. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Right.