AccountId: 011433970860
ContactId: 08bfa9fc-5aa3-489e-abb8-4df9ca867354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258619 ms
Total Talk Time (AGENT): 90220 ms
Total Talk Time (CUSTOMER): 110472 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/08bfa9fc-5aa3-489e-abb8-4df9ca867354_20250127T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office. I want to check on patients eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is H as in Hotel, H as in Hotel, R as in Romeo, 246900116.
[AGENT][NEUTRAL] OK, that's not APL's policy number.
[CUSTOMER][NEUTRAL] OK, uh, sorry, um, OK, is it 60801?
[AGENT][NEUTRAL] That's a payer ID number. Do you have the ID card?
[CUSTOMER][NEUTRAL] No, I don't have the ID card, but I have the patient's name and date of birth. Is it OK?
[AGENT][NEUTRAL] Spell the first and last name for me.
[CUSTOMER][NEUTRAL] Yeah. The first name is [PII]. It should be spelled as [PII]. The last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII] with an extension [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state does the patient reside?
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The state, where do they live?
[CUSTOMER][NEUTRAL] Oh, you mean the state OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry, go ahead with the date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. And you said you're checking the uh eligibility dates, [PII]?
[CUSTOMER][NEUTRAL] Eligibility.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the policy effective date is [PII].
[AGENT][NEUTRAL] And I show the policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, can you please give me the correct number ID?
[AGENT][NEUTRAL] The policy number is 167.
[AGENT][NEUTRAL] 8802.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much for that. Also, I need to know the plan type and the group number if anything like that.
[AGENT][NEUTRAL] The group number is 21364. I'm 21361. This is a Medlink policy secondary to the major medical policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for that. So is it like uh supplemental to the primary, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much for that. Also, I need the claim's mailing address and the family fun limit.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] City, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And no timely filing limit uh for this policy?
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[CUSTOMER][NEUTRAL] I, I need to know if there is anything like uh network payer uh pricing network.
[AGENT][NEUTRAL] No, because it's secondary to the major medical policy.
[CUSTOMER][POSITIVE] OK, thank you so much for that. Finally, I need, could you please provide me the call reference number. Also, can you please tell me your name again?
[AGENT][NEUTRAL] My name is
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call [PII].
[CUSTOMER][NEUTRAL] Mhm. Go on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for your assistance today. Take care. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.