AccountId: 011433970860
ContactId: 056fa952-a95c-4b8a-af1b-ea0dbaca776d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191000 ms
Total Talk Time (AGENT): 64132 ms
Total Talk Time (CUSTOMER): 102572 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/056fa952-a95c-4b8a-af1b-ea0dbaca776d_20250415T17:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. 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 from a provider's office. I wanna find out what is your address to submit a claim electronically.
[AGENT][NEUTRAL] Electronically, OK. Well, I can definitely help you um with the claims information. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have um
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I only have this is insured coverage group number plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, inpatient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like benefits certificate number, but I, I don't have an ID number.
[AGENT][NEUTRAL] Oh, the, the policy certificate number is the um policy numbers. The in-hospital and outpatients have the same numbers, the ML 7 or 8 at the end is different. I just need the numbers. That's the policy number.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, so 018.
[CUSTOMER][NEUTRAL] 61698 ML, but the numbers changes at the end in hospital and outpatient.
[AGENT][NEUTRAL] Alright and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that and all the.
[CUSTOMER][NEUTRAL] She was supposed to send me the back. I'm sorry?
[AGENT][NEUTRAL] All the information provided is a verification of benefits, not a guarantee of payment. So when you say electronic, that's different than the mailing address. So did you need the mailing address or you need the payer ID for electronic payment or claim submission?
[CUSTOMER][NEUTRAL] Well, I'm trying to, OK, so she was, she just gave us the front part. She never gave us the second so where she has a deductible with her primary insurance. So she had called me and she told me she was gonna go ahead and send me the back of the, you know, the card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she never did so we're trying to submit it electronically so I want to know the address line of American Public like the one that I showed that I have is [PII]. Is that the correct one?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, is the payer ID 60801?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, perfect. OK, yeah, I just wanted to make sure because and then her ID is the one that I provided to you, correct?
[AGENT][NEUTRAL] Yes, the 1861698.
[CUSTOMER][NEUTRAL] OK. Do I have to add the two letters at the end or no?
[AGENT][NEUTRAL] No, you don't need the letters, um, just the, just the numbers.
[CUSTOMER][POSITIVE] OK, got it. OK, thank you so much and uh you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, was there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling API. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.