AccountId: 011433970860
ContactId: 05d467dd-ecb2-4ed7-903c-ea4c641888b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274910 ms
Total Talk Time (AGENT): 101710 ms
Total Talk Time (CUSTOMER): 119677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/05d467dd-ecb2-4ed7-903c-ea4c641888b6_20250522T15:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling to get an address or um.
[CUSTOMER][NEUTRAL] To send uh medical claims too?
[AGENT][NEUTRAL] OK, um, our address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I have a
[CUSTOMER][NEUTRAL] OK, I see it right here on the, so that's the the paper way do you have one for electronic submission?
[AGENT][NEUTRAL] Yes, our payer ID is 60801.
[CUSTOMER][NEUTRAL] And that same
[CUSTOMER][NEUTRAL] Address
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] I have a I have a member that has your insurance.
[CUSTOMER][NEUTRAL] And the address on his card is different.
[CUSTOMER][NEUTRAL] I just wanted to confirm because I saw on your portal what you the one that you just gave me but I just wanted to know which one was was correct.
[AGENT][NEUTRAL] Um, what's, you have the policy number for the patient?
[CUSTOMER][NEGATIVE] So the policy number is, oh shucks, I can't even see it. Hang on.
[CUSTOMER][NEUTRAL] So the policy number is 02584929.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK. And, and then could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII], and I can be reached at [PII].
[AGENT][NEUTRAL] OK, thank you [PII] OK, so it looks like, let me pull up their card real quick.
[AGENT][NEUTRAL] What other address did you show?
[CUSTOMER][NEUTRAL] I show on the back of the card it says submit claims to attention IMA incorporated [PII] and the payer ID for that one is 64556.
[AGENT][NEUTRAL] OK. So this policy, they have a couple of different benefits. Through APL we have a hospital indemnity policy that we offer to them, but then the address on the back is for the 90 degree benefit, and that's that medical ID, um, it's real small on the card, [PII].
[AGENT][NEUTRAL] So that's an entirely different policy that we don't administer, um, but that's what that address is for.
[CUSTOMER][NEGATIVE] OK, so this wouldn't even, this wouldn't even be coming to you guys then is that what you're saying?
[AGENT][NEUTRAL] Well, the policy number you gave me, yes, you can send that to us. Um, we'll process that under the hospital indemnity policy that they have, um, but they have a second policy through 90 Degree, and that's the submit claims to the IMA address.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Would it be American Public Life or would it be multiplan for the name of the insurance or IMA do you know?
[AGENT][NEUTRAL] Um, it's American Public Life Multiplan is there.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Yeah, multi plan is their PPO network if they want to access that.
[CUSTOMER][NEUTRAL] OK, so send the claims to the one you gave me 248,950, which is a [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the payer ID for that is 60801.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK, and it's APL.
[CUSTOMER][NEUTRAL] OK [PII], that's all I needed to know um do you guys give reference numbers for phone calls?
[AGENT][NEUTRAL] Um, it's my, uh, first name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much for your time.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.