AccountId: 011433970860
ContactId: 11b78919-b37b-432d-99e3-d07e65a9ef2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427959 ms
Total Talk Time (AGENT): 94511 ms
Total Talk Time (CUSTOMER): 248816 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/11b78919-b37b-432d-99e3-d07e65a9ef2f_20250219T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, thank you so much for picking up my call. This is [PII] calling you from the provider office. So I just wanna know, I'm just submitting the claim, so I just wanna know the member eligibility. So could you please help me with that?
[AGENT][POSITIVE] Yeah, [PII], I'm happy to check on eligibility for you. What's the member's policy number?
[CUSTOMER][NEUTRAL] Just, uh, the policy number is going to be 2274042 and it's for medical.
[AGENT][POSITIVE] All right. Thank you. One moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] May I please have patient name and date of birth?
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] OK, just a moment. The patient name, the date of birth is.
[CUSTOMER][POSITIVE] Just a moment, I'm sorry about that.
[CUSTOMER][NEUTRAL] Uh, OK. The date of birth is going to be, it's [PII], and the member's name is [PII].
[AGENT][POSITIVE] Thank you so much. So the number is active, Allen, the effective date is [PII].
[CUSTOMER][NEUTRAL] OK, [PII] and OK, this is going to be the effective date just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and could you please tell me, is there any kind of payer ID with that?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, payer ID, let me get that for you. Let me just verify one moment please.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Ever since I was a kid.
[CUSTOMER][NEUTRAL] know.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Alright, thank you so much for your patience on that, Alan. So the payer ID for this policy is going to be 64556.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK, so the, the American Public Life is going to be the primary insurance, so we need to submit this claim to the APR, right? So. Mm. Just um.
[AGENT][NEUTRAL] I don't know if we're the member's primary insurance, but yes, it would be submitted to us.
[CUSTOMER][NEUTRAL] Uh-huh. Just a moment. Let me check his profile. Yes, the American Public Life is only the one insurance. Just a moment, just bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much for holding the line. Are you there?
[AGENT][NEUTRAL] Mhm, I'm still here.
[CUSTOMER][NEUTRAL] OK. So, could you please tell me uh what is the, like the termination date? Like do you have the term date?
[AGENT][NEUTRAL] Uh, let me see if there is 11 moment, let's see. There's no termination date policy is still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's still, and is there any email address with that?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Email address for the insured?
[CUSTOMER][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show one on file.
[CUSTOMER][NEUTRAL] I need the mailing address uh where we need to submit this claim, the mailing address.
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, this is, so let me just read it back to you. Just wanna make sure that I have the right address which is [PII].
[CUSTOMER][NEUTRAL] City, [PII], right?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK, just a moment somewhere.
[CUSTOMER][NEUTRAL] OK. I just have the last question. I'm just making the claims for the patient. So I just wanna ask you like for this date of service which is [PII], uh, was, uh, this patient was active or not?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Memory is still active?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK.
[CUSTOMER][POSITIVE] OK, thank you so much for helping with that. So may I have the reference number please?
[AGENT][NEUTRAL] Call reference is my name.
[AGENT][NEUTRAL] With my last initials and and then today's date. My name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] What's your beautiful name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] My last initials [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much, [PII]. And the reference number is going to be the today's date, right? With that.
[AGENT][POSITIVE] Mhm, correct, yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Uh, it was lovely to talking with you. And if I need any kind of assistance in the future, I will give you guys a call again. Thank you so much. I really appreciate your time and patience, OK?
[AGENT][POSITIVE] You're welcome. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too, [PII]. Bye-bye.