AccountId: 011433970860
ContactId: 0e1704e8-1683-47c4-8942-3055bb04c730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173380 ms
Total Talk Time (AGENT): 55103 ms
Total Talk Time (CUSTOMER): 102114 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0e1704e8-1683-47c4-8942-3055bb04c730_20250204T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Northeast Georgia Physicians Group, the office of Doctor Daniel Cup Neurology. Um, we have a patient that presented an APL card and I need to check if it's valid.
[AGENT][NEUTRAL] I can verify eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] 02455086
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] This patient has another um medical insurance. It seems that it's primary to American public life, and I, my question is, does American Public Life cover copays that the primary insurance does not cover?
[AGENT][NEUTRAL] That is correct. It will pick up the co-pays, the co-insurance, and or deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, I think.
[CUSTOMER][NEUTRAL] Is there a timely filing limit?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All righty. I need to contact our billing department cause we've been collecting.
[CUSTOMER][NEUTRAL] Um, for this patient that co-pays for the last year and I see that this is effective [PII]. So if we submit the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You refund the patient or you.
[CUSTOMER][NEUTRAL] Pay us so we refund the patient, how does it work?
[AGENT][NEUTRAL] Whomever submits the claim will receive the benefit if any is available or if any is due to the person who submits it. Unless you do not accept the assignment, unless you specify, please pay the insured. It will come to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it, thank you so much. uh, you said that your name is [PII]?
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much have a wonderful rest of your day, [PII].
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.