AccountId: 011433970860
ContactId: 23023408-1721-49b8-8b8c-15c24b3ce957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230960 ms
Total Talk Time (AGENT): 75902 ms
Total Talk Time (CUSTOMER): 120760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/23023408-1721-49b8-8b8c-15c24b3ce957_20250310T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good evening. Uh, good afternoon, [PII]. My name is [PII]. I'm calling from Coorum Infusion Services, and I'm calling because we have a patient who's on service with us for infusion therapy, and he just gave us his American Public Life information and we're just wondering how, what kind of a plan he has and how it coordinates with his commercial coverage.
[AGENT][NEUTRAL] OK. May I please have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02369683 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. Is this procedure considered for an office setting?
[AGENT][NEUTRAL] Or outpatient.
[CUSTOMER][NEUTRAL] No, so we, it's outpatient. We actually do specialize in home infusion therapy, so we provide the drug and the nursing and supplies for the infusion that he gets every 4 weeks.
[AGENT][NEUTRAL] OK. So with this policy, it is considered their supplemental to their primary insurance. If they have the eligible eligible benefits, we will pay up to the primary's deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Nope, that helps out a great deal. So just to make sure that I understand, so this basically this, this policy is to help, it helps cover um his uh out of pocket cost for like his um deductible and out of pocket copays whatever correct? And then once you reach that amount that's all that that's that's all that's available, correct?
[AGENT][NEUTRAL] Once we receive the claim in, if they're eligible for that benefit, whatever is submitted in, then we will pay up to that benefit amount. If they don't have it and the primary insurance don't cover it, then we don't cover it either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And then I assume that because you're covering what.
[CUSTOMER][NEGATIVE] Ever you know the commercials gotta pay first there's no authorization required for services.
[AGENT][NEUTRAL] No authors required.
[CUSTOMER][NEUTRAL] OK, and then can I just double check the claims address that the patient gave us?
[CUSTOMER][NEUTRAL] Um, it looks like, yep, he gave us a claims address at [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is correct. And would you like the fax number in the secured portal?
[CUSTOMER][NEUTRAL] Sure, why don't you give me the fax number too that'd be great.
[AGENT][NEUTRAL] The fax number is [PII] and that is attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then he gave us a it looks like might be an electronic payer ID of 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, wonderful. OK, great, thank you so much for your help. I appreciate [PII]. Do you give out um reference numbers for your calls?
[AGENT][NEUTRAL] The call reference number will be my first name [PII], last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] OK great thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You you too bye now.
[AGENT][POSITIVE] Thank you.