AccountId: 011433970860
ContactId: 04fdd4e3-cf50-4e68-b6ac-e1cd78c7d225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272480 ms
Total Talk Time (AGENT): 127968 ms
Total Talk Time (CUSTOMER): 126824 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/04fdd4e3-cf50-4e68-b6ac-e1cd78c7d225_20250402T15:49_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] Good morning calling with a provider's office. I'm just needing some assistance with just eligibility for the plan.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] Of course, uh, first name is [PII] last initial [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm sorry, my computer is.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] It's saying hang on
[CUSTOMER][NEUTRAL] Oh, mine does that to me all the time is hurry up and wait is its motto. I swear it is.
[AGENT][NEUTRAL] Exactly. I'm like, come on, cause you, I mean, I have my mouth open and ready to ask you for that policy number and it was just like uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But uh uh uh we're not doing that yet we're not really.
[AGENT][NEUTRAL] But now I'm
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Oh goodness, if we, if we pour the coffee directly on the computer, will that make it go faster?
[AGENT][NEUTRAL] I would almost be willing to try, except I don't want to buy a new computer.
[CUSTOMER][POSITIVE] You you're all that too, yes, and then have to explain to your boss why you need a new computer. Oh, that'll be fun.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yeah, yes, so sorry I got side tracked, but yep, just needing some help with eligibility please whenever you're ready.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] That would be my pleasure. What's that policy number?
[CUSTOMER][NEUTRAL] Let's see here, um, and is that the policy slash er number on their information card there?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Is it OK, got you, uh, 01708148.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, that is for [PII] [PII].
[AGENT][POSITIVE] All right, and I'll be happy to assist you with that eligibility. And [PII], I'm showing her policy is active.
[AGENT][NEUTRAL] Effective date is for [PII], and this is a secondary policy to her major medical.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect, yes.
[CUSTOMER][NEUTRAL] Um, no, because, yeah, I was gonna say I see her United Healthcare Medical going primary to this plan here, so we'll just mark that as secondary for us and then, um, just to confirm we have for claims mailing we show [PII].
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] So that is an old claim submission address?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can update that whenever.
[AGENT][NEUTRAL] Yeah. Are you ready?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] And we also accept claims via electronic submission and fax.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh beautiful yeah let me make sure we have a good fax number just in case uh let's see here I know phone number is good uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct. That's the fax number.
[CUSTOMER][POSITIVE] Beautiful, beautiful, and then what was the EDI?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] 60801.
[AGENT][NEUTRAL] And we will always need the primary EOB along with the claim.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I figured you need that but just always like to remind providers.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh yeah, 00 gosh, I know, yes, because some folks, they don't remember that part and they're like, oh we'll just send it off and hope for the best and.
[AGENT][POSITIVE] Excellent.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEGATIVE] And then we get something and it doesn't match or whatever yes oh gosh.
[AGENT][NEUTRAL] Mhm, for sure.
[CUSTOMER][POSITIVE] So perfect um is there any call reference number?
[AGENT][NEUTRAL] And is there anything else I can help you?
[AGENT][NEUTRAL] Sure. It would be.
[CUSTOMER][POSITIVE] I know, uh, that was what I needed.
[AGENT][NEUTRAL] Well, this is a callback number would be my name and today's date. I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm the call that number my name is.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Oh thank you again for the assistance. I appreciate the help.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility. Thank you for calling APL this. I hope you have a lovely day.
[CUSTOMER][POSITIVE] You too dear thank you again.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.