AccountId: 011433970860
ContactId: 2f30afcd-b7e1-4980-aa0a-c1c437c8800e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156660 ms
Total Talk Time (AGENT): 64373 ms
Total Talk Time (CUSTOMER): 67929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/2f30afcd-b7e1-4980-aa0a-c1c437c8800e_20250509T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. Last initial [PII], and I'm just calling to check eligibility for a member.
[AGENT][NEUTRAL] OK. And what is um the callback number for you, Ms. [PII], and the name of the facility?
[CUSTOMER][NEUTRAL] The callback number is [PII]. It is AU Medical Center or it could be under Wellstar MCG Health.
[AGENT][NEUTRAL] OK, thank you very much, ma'am. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth [PII], and the number that I have is 01636020.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK. Uh, I do show that [PII] does have an active policy with us and her effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's what I was needing and where should claims and what is the timely filing for us to submit a claim?
[AGENT][NEUTRAL] We do not have a timely filing limit as long as the policy was active on the date of service, you can file at any time.
[CUSTOMER][NEUTRAL] The family, OK.
[CUSTOMER][NEUTRAL] OK, and where should I submit the claim? Is there a payer ID?
[AGENT][NEUTRAL] Yes, ma'am, that is 60801.
[CUSTOMER][NEUTRAL] And the address in case I need to mail it?
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] All right. Well, Ms. [PII], I really do thank you so much for your time and the information that you have provided me.
[CUSTOMER][NEUTRAL] Um, may I get a reference number before we go?
[AGENT][NEUTRAL] Yes, ma'am. It's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, Ms. Try. Thank you again for your time and I hope you have a wonderful rest of your day and a great weekend ahead of you.
[AGENT][POSITIVE] Thank you, Miss [PII]. I hope you have a wonderful weekend also and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye, ma'am.