AccountId: 011433970860
ContactId: 1e73bf39-68b3-4209-bc8e-824a344df9ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215570 ms
Total Talk Time (AGENT): 65150 ms
Total Talk Time (CUSTOMER): 108853 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1e73bf39-68b3-4209-bc8e-824a344df9ba_20250224T20:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] and I was calling to see if I can get um clarification if the patient has active coverage with you all.
[AGENT][NEUTRAL] OK, so we're verifying eligibility.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, I have 01792105.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] The name is um.
[CUSTOMER][NEUTRAL] I'll spell it out just in case I mispronounced it. It's [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, I have that account verified and I have the effective date for you. I'm showing [PII]. This policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, not for this policy. I do show that they have Blue Cross Blue Shield as their primary. Um, did you want me to fax the claim along with the primary EOB to be processed, or do you prefer to have them mailed?
[AGENT][NEUTRAL] It's your preference.
[CUSTOMER][NEUTRAL] OK, uh, what is your fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK, and I've got [PII] attention claims.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and are you able to verify a different patient to see if they also have uh your coverage?
[AGENT][NEUTRAL] Mhm, give me one moment to document this call and we can proceed, OK?
[CUSTOMER][NEUTRAL] Sure, and do you have different reference numbers for the different um members or just one for the entire call?
[AGENT][NEUTRAL] No, it's
[AGENT][NEUTRAL] Yeah, it's gonna be my name in today's date for the entire call. [PII] one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, no problem.
[AGENT][NEUTRAL] And what is the next policy number?
[CUSTOMER][NEUTRAL] Yes, it is 10.
[CUSTOMER][NEUTRAL] I'm sorry, let me start all over. It is 01792099.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's for [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the policy effective date is [PII] currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, at this time?
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm. Anything else?
[CUSTOMER][NEUTRAL] Um, no, that's it. I will fax also the primary EOB for Blue Cross Blue Shield to you guys along with the claim, so.
[AGENT][NEUTRAL] With the itemized bill. OK, that's fine.
[CUSTOMER][POSITIVE] Yes, all right, perfect thank you so very much. I really do appreciate it.
[AGENT][POSITIVE] Uh, you're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.