AccountId: 011433970860
ContactId: 353587b4-9a13-4a2a-ace1-312ac051e5f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220360 ms
Total Talk Time (AGENT): 79214 ms
Total Talk Time (CUSTOMER): 109231 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/353587b4-9a13-4a2a-ace1-312ac051e5f7_20250109T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Uh, my name is [PII]. I'm calling in from provider's office to verify patient eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check benefits and eligibility today. What is the patient policy number?
[CUSTOMER][NEUTRAL] Alright, so the policy number.
[CUSTOMER][NEUTRAL] Let's see, 02229695.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here one moment.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, patient's name [PII], [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient plan is active. It looks like the effective date on here is [PII].
[AGENT][NEUTRAL] And if you need [PII] we can also send a fax back with a breakdown of benefits.
[CUSTOMER][NEUTRAL] OK, yes please, um.
[CUSTOMER][NEUTRAL] That'd be great, but then I also had a, um, few other questions too, um, are they allowed is this plan allowed to go, um, like an out of network provider?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's
[CUSTOMER][NEUTRAL] Because we're considered adding.
[AGENT][NEUTRAL] Yeah, it looks like no networks required for usage.
[CUSTOMER][NEUTRAL] No next for OK, OK, um, and then I just wanna confirm with the group number and the payer, um, ID number if y'all do electronic claims, is that all on that fax?
[AGENT][NEUTRAL] It is so the payer ID is on there, but the group is not gonna be on there. I can get that for you.
[CUSTOMER][NEUTRAL] OK, she gave it to mom gave it to me. I just wanna confirm it's correct.
[AGENT][NEUTRAL] OK, yeah, absolutely, so we have 15996 for universal trucking as the group.
[CUSTOMER][NEUTRAL] OK, Universal OK, Universal Universal trucking as a group. OK, alright, and I think I pretty much got everything else. OK, OK, alright, so um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Fax would be great and uh just let me know when you're ready for the fax number.
[AGENT][NEUTRAL] OK, yeah, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so that's headed your way. It should be there in about 5 minutes, [PII]. Anything else I can do for you today?
[CUSTOMER][NEUTRAL] One other question too, do you guys use a particular fee schedule? like do a different.
[AGENT][NEUTRAL] And look
[AGENT][NEUTRAL] So it looks like this plan pays by UCR.
[AGENT][NEUTRAL] Reschedule.
[CUSTOMER][NEUTRAL] You say UCR?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] UCR that what does that stand for is that you um.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Usual customary reasonable fee.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, usual customary.
[CUSTOMER][NEUTRAL] Fee, right? is that what you said?
[AGENT][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's the seat schedule, OK.
[CUSTOMER][NEUTRAL] Alright, I believe that's it. um, I'll just wait for the fax and if I have any other, um, additional questions I'll just call back.
[AGENT][POSITIVE] All right, sounds good, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.