AccountId: 011433970860
ContactId: 2fe9a94f-a529-4e26-b043-b6f935edb0e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242050 ms
Total Talk Time (AGENT): 84758 ms
Total Talk Time (CUSTOMER): 89596 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2fe9a94f-a529-4e26-b043-b6f935edb0e1_20250402T17:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Denver Health Urgent Care. I'm just calling for benefits and eligibility of a patient.
[AGENT][NEUTRAL] I can help you with that. May I ask your name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Thank you, [PII] and a callback number?
[CUSTOMER][NEUTRAL] Um, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Looks like it'll be 700.
[CUSTOMER][NEUTRAL] And then 19.
[AGENT][NEUTRAL] That sounds like a group number. Do you have the policy certificate?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well, it says policy number and then it says 70019 and then I have a certificate effective date and then I have oh I have the certificate number.
[AGENT][POSITIVE] That's what I need.
[CUSTOMER][NEUTRAL] Oh, yeah, it'll be 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 55.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 65.
[CUSTOMER][NEUTRAL] 57.
[AGENT][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Um, first name [PII], last name [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, and then date of birth [PII].
[AGENT][NEUTRAL] Alright thank you and you're needing eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. I can help you with that. [PII], I am showing that [PII]'s policy is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yeah, are you able to see if they're in network with us?
[AGENT][NEUTRAL] The policy participates in the Carrington I'm sorry, the multi-plan network.
[AGENT][NEUTRAL] But it's not required that you are a network provider. We pay both in and out of network benefits the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh and um uh um.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, and then I need to put it in as a commercial generic on my end. What's a good claim address to put on file?
[AGENT][NEUTRAL] Claims would go to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII], that's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what's the is the name under the entrance gonna be APL American Public Life?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, I should be all set then.
[AGENT][POSITIVE] Oh it'd be my pleasure to assist you. I mean, it's been a pleasure to assist you. I'm so sorry with the eligibility, [PII]. If there's nothing else I can help you with, I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, you too. Bye.
[AGENT][POSITIVE] Thank you, definitely for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Right