AccountId: 011433970860
ContactId: 06f57286-f9d6-4f97-81d0-bfc5c1eeb4a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179820 ms
Total Talk Time (AGENT): 77607 ms
Total Talk Time (CUSTOMER): 89002 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/06f57286-f9d6-4f97-81d0-bfc5c1eeb4a2_20250604T20:37_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting HTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. This is [PII] from Wichita Falls Anesthesia, and I would like to check on uh eligibility status for a member before filing claim.
[AGENT][NEUTRAL] Yes, I can certainly help with eligibility. What is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Uh yes, I can certainly help with eligibility, [PII]. What is the policy number, please, that I may look at?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. It's 01986560.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] Thank you. If I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. The oh, I'm sorry. [PII], thank you so much. Um, the policy went into effect on [PII]. It is active.
[CUSTOMER][NEUTRAL] Extension 1169.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Now, is there anything else at all I can tell you about the secondary insurance besides that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, [PII], right?
[AGENT][NEUTRAL] Uh, the policy itself went to, yeah.
[CUSTOMER][NEUTRAL] OK. Uh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so could you able to, uh, provide me the correct mailing address to submit the claims? Because unfortunately, we have filed this claim to [PII]. Is that right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, it's, uh, it's the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] We also have an online service center at [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] For a fact that [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Is there any uh description is needed before submit?
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] No, no, we just need, uh, we, we just need uh the claim form and the explanation of benefits from his major medical.
[CUSTOMER][NEUTRAL] OK. So just need to, uh, American Public Life, we have to mention it, right?
[AGENT][POSITIVE] That's correct. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you for that information. Um, yeah. May I have the call reference number for today, [PII]?
[AGENT][NEUTRAL] Yes, my name is, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for your wonderful assistance and you have a good day and bye for now. Take care.
[AGENT][POSITIVE] OK, thanks for contacting UTI.