AccountId: 011433970860
ContactId: 31696e09-ff16-46d3-b55f-3cec3909bd75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212619 ms
Total Talk Time (AGENT): 76924 ms
Total Talk Time (CUSTOMER): 68471 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/31696e09-ff16-46d3-b55f-3cec3909bd75_20250107T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Lee Memorial Health System. I am needing to um
[CUSTOMER][NEUTRAL] First verify eligibility for a member and then um find out where we need to send uh the claim to because they were sent back to us with a sticker stating not deliverable as addressed.
[AGENT][NEUTRAL] OK, [PII], what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much and may I have that policy number?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 226-0412
[AGENT][NEUTRAL] OK, and let me just repeat that to confirm I have that as 226-0412.
[AGENT][NEUTRAL] And verify the patients. Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, and first to verify eligibility, this patient shows effective as of [PII], and this policy shows active.
[AGENT][NEUTRAL] And let me give you our mailing address for claims when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is APL claims [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We also have a um excuse me, a payer ID and fax number.
[AGENT][POSITIVE] If you like those as well.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] OK, and the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what type of plan is this? Is this a gap or?
[AGENT][NEUTRAL] It's a supplemental medical and some people refer to it as a gap plan.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] And you said they're active and effective from [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Do you have a reference number?
[AGENT][NEUTRAL] We do not use reference numbers. My apologies for that, [PII], but you can use my name [PII] last initial is [PII], and today's date and anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that'll be all. Thank you very much. I will update that address and send it back out. Thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a great week. Thank you.
[CUSTOMER][NEUTRAL] You