AccountId: 011433970860
ContactId: 35ee555a-6c4e-47a9-980a-ff084a236f4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376660 ms
Total Talk Time (AGENT): 96633 ms
Total Talk Time (CUSTOMER): 156997 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/35ee555a-6c4e-47a9-980a-ff084a236f4a_20250520T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII]. I'm calling from provider office to checking the urgent care eligibility for this patient.
[AGENT][POSITIVE] OK, I'm happy to check urgent care benefits for you today. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, yes, and my last initial is [PII].
[AGENT][NEUTRAL] Thank you. What's that policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 012 02137789.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] Member's first name is [PII] The last name is [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] secondary and
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] The members outpatient benefits, uh-huh.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Mm it is effective?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The plant type
[AGENT][NEUTRAL] We are the secondary medlink.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Like HMO PPO like that I'm asking. What about the plan type?
[AGENT][NEUTRAL] It's a secondary plan.
[CUSTOMER][NEUTRAL] You don't have a specific name, right?
[AGENT][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] The second day plan like that.
[AGENT][NEUTRAL] It's a Medin plan M E D L I N K.
[CUSTOMER][NEUTRAL] The plan.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] M E D L I N K Medlink plan, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And you work as a primary or secondary?
[AGENT][NEUTRAL] Or the secondary.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Who act as a primary.
[AGENT][NEUTRAL] We do not have that information. You would have to contact the insured.
[CUSTOMER][NEUTRAL] OK, and uh, just one second.
[CUSTOMER][NEUTRAL] And what about the client's mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] The time for limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Mm, what about the pay ID uh the pay ID or fax number?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Hey it's 608.
[AGENT][NEUTRAL] Fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, 877-656 365.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 97949423, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK the pay ID.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the patient and medical benefits, correct?
[AGENT][NEUTRAL] We don't have information on other insurance, just the secondary plan.
[CUSTOMER][NEUTRAL] We don't have
[CUSTOMER][NEUTRAL] No, no, no, no, no, the, the patient of medical, like, uh, you stated that urgent care eligibility they have benefits also, right? That's what I'm asking. They have benefits or not.
[AGENT][NEUTRAL] Yeah, yes, the patient, yes.
[CUSTOMER][NEUTRAL] Sure, just one second.
[CUSTOMER][NEUTRAL] And uh could you spell any from documentation.
[AGENT][NEUTRAL] [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Let's see I just.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What about the reference number?
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][NEUTRAL] OK, just one second, I have one more patient or not.
[CUSTOMER][NEUTRAL] I'm checking with that.
[CUSTOMER][NEUTRAL] And you handle the American plan administrator handling.
[AGENT][NEUTRAL] Do we handle what again? I'm sorry?
[CUSTOMER][NEUTRAL] No, you handle American plan administration that is under your department would be different.
[AGENT][NEUTRAL] We're American Public Life Insurance.
[CUSTOMER][NEUTRAL] We're American public life.
[CUSTOMER][POSITIVE] OK, OK, thank you so much. Have a nice day. Take care. Bye for now.
[AGENT][NEUTRAL] Bye bye.