AccountId: 011433970860
ContactId: 065b12b7-d521-423e-9be8-3aa433571a05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228720 ms
Total Talk Time (AGENT): 107827 ms
Total Talk Time (CUSTOMER): 87466 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/065b12b7-d521-423e-9be8-3aa433571a05_20250313T18:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from provider office to check on patient medical eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Mr. [PII]. And may I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] On the callback number it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the name of the office, it's Jefferson Davis Emergency Group.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] On the patient's policy number, it's
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02052160. M like Mike L like Lima number 7.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And the first name it's [PII] and the last name it's [PII].
[AGENT][NEUTRAL] OK. And what's her date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the date of birth, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you say you need eligibility and this is for medical?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, for medical.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], it is a supplement plan.
[AGENT][NEUTRAL] Correct, the secondary supplemental plan.
[CUSTOMER][NEUTRAL] And is there any group number?
[AGENT][NEUTRAL] Group number, let me get that for you, one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, the group number is um 2 I'm sorry, 24679. That's 24679.
[CUSTOMER][NEUTRAL] 24679. OK, may I know the payer ID and the claims mailing address to send the claims?
[AGENT][NEUTRAL] OK, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] did you
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the claims needs to be sent by fax or mail. I can give you the payer ID for your records, but it needs to be sent by fax or mail because we need the EOB, the primary EOB attached to it, OK?
[CUSTOMER][NEUTRAL] Pay ID.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the payer ID for your records is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And can you spell your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] [PII], and may I know the callerence number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's all for today and thank you so much for your help and have a great day. Bye-bye.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Bye-bye, Mr.