AccountId: 011433970860
ContactId: 17d66491-bb67-4865-924d-0e4ee06d6795
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320720 ms
Total Talk Time (AGENT): 131344 ms
Total Talk Time (CUSTOMER): 162800 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/17d66491-bb67-4865-924d-0e4ee06d6795_20250108T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. My callback number is [PII]. I'm calling to check the benefits and eligibility for a patient.
[AGENT][POSITIVE] Yeah, I can check benefits and eligibility for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[AGENT][NEUTRAL] OK, and I appreciate you giving me that callback number. Um, let's see, now, do you have the policy number?
[CUSTOMER][NEUTRAL] Oh, I do apologize for that one, but we have the NPI number if you want.
[AGENT][POSITIVE] We can try that, yeah.
[CUSTOMER][POSITIVE] OK, whenever you're ready I can provide it to you.
[AGENT][POSITIVE] Yeah, I'm ready when you are.
[CUSTOMER][NEUTRAL] OK, 1699759027.
[AGENT][NEUTRAL] OK, and I'm sorry, did you say what what number was this that you gave me?
[CUSTOMER][NEUTRAL] It's NPI number.
[AGENT][NEUTRAL] MPI number.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah uh I think like you.
[CUSTOMER][NEUTRAL] Do you
[AGENT][NEUTRAL] OK, um, so I'm not able to use that. Do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, if you want I can provide you. I, do you want to have the policy ID? Am I correct? OK, it's, let me ask if this is the correct. It's 01828774.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, yeah, that sounds like one of our policy numbers. What was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The is the patient's name is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you, yes, that was the correct policy number, uh, and the policy is active effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 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] Mm, OK. For that 1 may I ask, the effective date is [PII]. Do you have the plan type or the plan name?
[AGENT][NEUTRAL] Yes, it's a secondary medical policy.
[CUSTOMER][NEUTRAL] OK. Secondary medical policy, am I correct? And is it, uh-huh and
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is that the plan name of the insurance of the patient?
[AGENT][NEUTRAL] The plan name is called Medlink M E D L I N K.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, Mele M E D I L I [PII]
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh [PII], yes.
[CUSTOMER][NEUTRAL] OK, for that one.
[CUSTOMER][NEUTRAL] Mhm. And for this one, I just wanna ask also, do you have any group number or group name?
[AGENT][NEUTRAL] Yes, OK, so that group number is 238-08.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's uh group number is 23808.
[AGENT][NEUTRAL] Correct, uh, and then the group name is City [PII]
[CUSTOMER][NEUTRAL] City of [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII] It is [PII] [PII]. Am I correct?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, so again thank you for that one and may I ask where are claims billed to?
[AGENT][NEUTRAL] Yes, so I've got a mailing address, a fax number, and a payer ID. Did you want me to give you all of those?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, so the mailing address is [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, the uh billing ID is [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm. OK, so thank you for that one and I just wanna ask if may I have your um car reference and then the spelling of your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, the reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last [PII] was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, it's OK. Um, it's very big help and again thank you for choosing AOK on the company. Have a great day and bye for now. Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thanks on APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.