AccountId: 011433970860
ContactId: 0967dcd8-6fc4-452e-894d-38326d895761
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155360 ms
Total Talk Time (AGENT): 69255 ms
Total Talk Time (CUSTOMER): 78792 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0967dcd8-6fc4-452e-894d-38326d895761_20250121T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from the I'm sorry, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] I'm calling for the Memorial physician. Yeah, I'm calling from the Memorial physician group and reason for the call is to verify coverage uh for a patient, please.
[AGENT][NEUTRAL] OK, as in like the effective date and benefits?
[CUSTOMER][NEUTRAL] And where do I send the claims for processing?
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the effective date, the benefits, and the claims mailing address. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Our, um, let me see, direct line is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number, let me see what was given to me. It's 025.
[CUSTOMER][NEUTRAL] 520.
[CUSTOMER][NEUTRAL] 57 M as in Mary and Larry, 8.
[AGENT][NEUTRAL] Thank you and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] and birth date is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Let me see, my, my service dates um in December, so it's good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, where do I, where do I send the claims to for, um, an EOBs to, you know, for processing?
[AGENT][NEUTRAL] For the claim. So it's PO Box 248.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oklahoma City.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oklahoma, and then the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, what's the time of the filing?
[AGENT][NEUTRAL] There is none as long as the policy was active on the data service.
[CUSTOMER][NEUTRAL] On the data, oh, OK. And, and do you give um the call reference numbers?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, no call reference number, but you can use my name in today's date. So that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] You're very welcome. You also, and thanks for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. All right, bye bye.