AccountId: 011433970860
ContactId: 17d77fcd-6b95-4b87-9c0a-488552dadea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296559 ms
Total Talk Time (AGENT): 103610 ms
Total Talk Time (CUSTOMER): 130721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/17d77fcd-6b95-4b87-9c0a-488552dadea5_20250404T19:33_UTC.wav
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[CUSTOMER][NEUTRAL] Listen, I'll give you $300.
[AGENT][NEUTRAL] Thank you for calling SPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling from a provider's office. Um, I had just called and spoke to someone regarding claims and um.
[CUSTOMER][NEUTRAL] They told me to call IMA for the patient's plan, but I think I need to file it with American Public Life just wanted to figure out how to do that.
[AGENT][NEUTRAL] OK, um, I can help you with your claim. Can I please get your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what facility are you calling from?
[CUSTOMER][NEUTRAL] Piedmont Fayette Hospital.
[AGENT][NEUTRAL] OK and then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, [PII], which is [PII], [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02596142.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and that uh policy number that you gave me is the correct one for APL.
[AGENT][NEUTRAL] And you need to file a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, so the insurance card shows APL on the front and then the back says file claims to IMA. So we did send it to IMA and the lady I spoke to, she said, you know, check with them and see what they say.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because y'all didn't have the claim we need. So I called IMA and they said they did have the claim and they processed it, but it was uh ineligible because the IMA plan is preventative only.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm assuming we need to file it under this plan with APL for the hospital indemnity plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I can give you claim information on how to file.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, our payer ID number is 60801.
[AGENT][NEUTRAL] You can also fax it in. Let me give you the fax number. It's [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if you'd rather send a paper claim I've got the claim's mailing address.
[AGENT][NEUTRAL] And that is APL claims.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so just to clarify, payer ID is 60801.
[CUSTOMER][NEUTRAL] And then the fax [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then, uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. All right, I will um.
[CUSTOMER][NEUTRAL] Put it in and send it over um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then let's see.
[CUSTOMER][NEUTRAL] Yeah, we'll send it over.
[CUSTOMER][NEUTRAL] All righty. Um, OK. Can I get your name and a reference number and that'll be all.
[AGENT][NEUTRAL] Yes, ma'am. You, uh, my name is [PII] You can use my name and today's date as your reference number.
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you. I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can assist you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that is all. Thank you.
[AGENT][POSITIVE] OK, well you, you're welcome and you have a great weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye