AccountId: 011433970860
ContactId: 2c0556d3-b48c-440e-980b-b257774d9ee9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212229 ms
Total Talk Time (AGENT): 113747 ms
Total Talk Time (CUSTOMER): 49768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2c0556d3-b48c-440e-980b-b257774d9ee9_20250610T12:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on the eligibility for a patient. Could you please help me with that, [PII]?
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Thank you and what is the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, the ID is 02519618.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And so in the information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So I do show that he is a subscriber on the supplemental policy and it is active. The effective date on this plan, [PII], is [PII].
[AGENT][NEUTRAL] Now if you all will be submitting a claim to APL for review for him if there is a way that you can make a note that because it is a supplemental policy to the primary insurance, we must also receive a copy of the primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] And then lastly, once we have processed our claim here at APL, we do have a portal that you should be able to check our claim status in by going to secured. [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Got it. Uh, could you please provide me the claim's mailing address and the payer ID and the timely filing limit to submit the, submit the claim?
[AGENT][NEUTRAL] The payer ID 60801.
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEGATIVE] And there is no timely filing limit.
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] OK, got it. May I have the call reference number [PII]?
[AGENT][NEUTRAL] Yes, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Thank you so much for your [PII]. Have a nice day and stay safe. Bye.
[AGENT][POSITIVE] Well, I hope you have a nice day too, [PII], and if that is all I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.