AccountId: 011433970860
ContactId: 1bc8e167-854c-47e9-896e-7eeaf003785e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172949 ms
Total Talk Time (AGENT): 78718 ms
Total Talk Time (CUSTOMER): 50777 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1bc8e167-854c-47e9-896e-7eeaf003785e_20250224T20:15_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. So this is [PII] calling on behalf of Unified Women's Health of North Carolina, checking on members' eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, it's 025.
[CUSTOMER][NEUTRAL] 54963
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] with the date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have the claim mailing address?
[AGENT][NEUTRAL] Yeah just to submit claims on this one is, bear with me.
[AGENT][NEUTRAL] OK, this one goes to IMA before it comes to us. So that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And can I have the electronic payer ID?
[AGENT][NEUTRAL] That is 645-56.
[CUSTOMER][NEUTRAL] 645-556 and can I have the time to filing limit to submit this claim?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] And is it the primary insurance for this member?
[AGENT][NEUTRAL] This is a limited hospital indemnity policy.
[AGENT][NEUTRAL] So it's not a major medical. We don't know if they have any other policies out there.
[AGENT][NEUTRAL] This is just a limited policy.
[CUSTOMER][NEUTRAL] And so, can I have your
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I have your last name and initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can I get the call reference number?
[AGENT][NEUTRAL] And we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Thank you so much for providing all of these details. Have a wonderful day ahead and be safe.
[AGENT][POSITIVE] You as well, Mr. [PII] and thank you for calling APL. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Right.