AccountId: 011433970860
ContactId: 0e6c11e8-9da5-4cca-baa7-4c6150408c62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248320 ms
Total Talk Time (AGENT): 129933 ms
Total Talk Time (CUSTOMER): 93260 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/0e6c11e8-9da5-4cca-baa7-4c6150408c62_20250410T18:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from River Edge Hospital. I was trying to verify if the patient has an active plan with you guys.
[AGENT][NEUTRAL] Yeah, I can see the policy is active. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] I do. I have ID number as 02262336.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Members's name would be [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so it would just be so it's like a supplement a pen.
[AGENT][NEUTRAL] It's secondary medical, yeah.
[CUSTOMER][NEUTRAL] OK, got it, thank you. um, do you guys require like pre-certification to be completed?
[AGENT][NEUTRAL] No. So as this policy is very dependent on uh whoever they have as major medical, um, as long as they're willing to pay, this policy can. If they don't, then this policy can't.
[CUSTOMER][NEUTRAL] Got it. OK, so it's all.
[AGENT][NEUTRAL] So no authorization is required.
[CUSTOMER][NEUTRAL] OK, so it's all based off on the primary, OK, got it. Can you confirm um the ID number that I gave you that's the correct one to use.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, absolutely. The one ending in 336, that is their current active policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So we would submit a claim through to you guys or does the primary submit them directly to you guys?
[AGENT][NEUTRAL] Yes, uh, you would send it to us we would need, uh, just need the primary EOB.
[CUSTOMER][NEUTRAL] OK, got it. Can I get the billing address?
[AGENT][NEUTRAL] Of course, um, and I've also got a fax number and a pair ID as well, um, so our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Can you repeat the zip code again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK thank you and I'm sorry what was that um fax number?
[AGENT][NEUTRAL] No, that's perfectly fine. Uh, that is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and then the electronic payer ID?
[AGENT][NEUTRAL] Yes, that is uh 60801.
[CUSTOMER][NEUTRAL] 60801 got it.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think that might be all that I need. OK, wonderful. If I could just get, um, are you able to give me a reference number?
[AGENT][NEUTRAL] Sure, yeah, that would just be my first name, last initial, and today's date and so my name is spelled [PII] Oh, is there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, can you spell your name again? I'm sorry.
[AGENT][NEUTRAL] Sure, it's uh [PII].
[CUSTOMER][POSITIVE] Oh OK got it thank you so much.
[AGENT][POSITIVE] Of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you, bye bye.