AccountId: 011433970860
ContactId: 105425f5-a6b4-45ad-a643-dec775d601ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281010 ms
Total Talk Time (AGENT): 106178 ms
Total Talk Time (CUSTOMER): 125887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/105425f5-a6b4-45ad-a643-dec775d601ce_20250117T14:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I am calling from Longs Peak Hospital on a patient's claim back from [PII]. I just called two days ago and gave us an insurance, a Medicare with this phone number, so I need to verify if they did have cover.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] OK. He gave policy number 02396164.
[AGENT][NEUTRAL] And what is his name and date of birth?
[CUSTOMER][NEUTRAL] Yo, [PII].
[AGENT][POSITIVE] All right. Thank you, [PII].
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. I'm showing that Mr. [PII]'s policy is active. Effective date is 7-15-2023.
[CUSTOMER][NEUTRAL] So they have coverage for that and what's the filing time on this because they just called two days ago and gave the information.
[AGENT][NEUTRAL] There's no
[CUSTOMER][NEGATIVE] I mean we be at time of service they gave another insurance we billed them and they denied since [PII] and we've been trying to reach these people and now they just call with this correct insurance to be billed.
[AGENT][NEUTRAL] Oh my goodness. They just didn't, they didn't know what they had, did they?
[CUSTOMER][NEUTRAL] I guess not.
[AGENT][NEGATIVE] Well, there's no timely filing on this policy.
[CUSTOMER][NEUTRAL] OK. So is the correct address, is that is called [PII]?
[AGENT][NEUTRAL] It, yes, that's the correct address. The um name of the insurance is American Public Life, and you can just put A as in apple, P as in Paul, that's right, APL.
[CUSTOMER][NEUTRAL] PL
[CUSTOMER][NEUTRAL] And can the claim be faxed?
[AGENT][NEUTRAL] It certainly can be faxed directly to our claims department. That fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Um, what type of policy is this?
[AGENT][NEUTRAL] It's a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] Let me the hospital.
[CUSTOMER][NEUTRAL] Indemnity. So, do they cover emergency room services?
[AGENT][NEUTRAL] Let me get that pulled up and see real quick. I believe that this policy does, but let me just verify that. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, he does have emergency room coverage on this plan.
[CUSTOMER][POSITIVE] OK, perfect. All right. So,
[CUSTOMER][POSITIVE] Oh my goodness. All right, so I'm gonna, um.
[CUSTOMER][NEUTRAL] This is, do you use any network or anything like that to pay?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, OK, so this will be like unleash the policy limit there. OK. All right, um, let me, do you give reference numbers to the call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's going to be my name and today's date. I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And [PII], it's been such a pleasure to assist you today. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, sweetheart, that's it for right now. Thank you so much and I'm glad I still can send the bill.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Me too
[AGENT][POSITIVE] Oh, yes, ma'am. It's been a pleasure to assist you and I hope you have a happy weekend.
[CUSTOMER][POSITIVE] You too, honey. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.