AccountId: 011433970860
ContactId: 39497001-2ece-4780-a21b-63d402a0011a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282260 ms
Total Talk Time (AGENT): 154006 ms
Total Talk Time (CUSTOMER): 89373 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/39497001-2ece-4780-a21b-63d402a0011a_20250409T17:07_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, a patient gave me this insurance as a secondary, and I just wanted to know what is the payer ID for it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're wanting to verify what the payer ID is for the member's policy?
[AGENT][NEUTRAL] With APL? Oh yes, ma'am, I can help you with that. Uh, first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you and what is a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number I have is.
[CUSTOMER][NEUTRAL] Where would that be on this card? I've never seen this one before, so I'm a little confused.
[AGENT][NEUTRAL] OK, it should be on the front and it may be, it's gonna be dependent [PII] on what type of plan they have as to how it's worded. It could have a policy certificate, policy, in hospitals, outpatient. It's just, again, it will depend on the type of plan it is.
[CUSTOMER][NEUTRAL] Would it be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so then I have the outpatient one this.
[CUSTOMER][NEUTRAL] Um, you ready?
[AGENT][NEUTRAL] Uh-huh, I am.
[CUSTOMER][NEUTRAL] OK, so it's 02405912, M as in Maria, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you. So give me a moment to get the members.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] And any information provided would be a verification of benefits to your payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Now, um, so the policy number that you provided for me, it is no longer active.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was active from [PII].
[AGENT][NEUTRAL] To [PII], and then she has another policy that is currently active with a different policy number. So,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Are you going to be filing a claim for a data service in the range that this policy number you gave me was active or is it gonna be beyond 101?
[CUSTOMER][NEUTRAL] Um, let me see when her last visit was. um.
[AGENT][NEUTRAL] OK, sure. I just wanna make sure I'm giving you the correct information.
[CUSTOMER][NEUTRAL] It, well, yeah.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No, I understand. Thank you. No, yeah, it was for [PII].
[AGENT][NEUTRAL] OK, so the policy number that you gave me would be the one to use. And again, you said it was [PII]. Is that right? Oh, [PII]. OK. All right. So yes, you would use that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Policy number and the payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim, [PII], since this is was or is a supplement to her primary. And then once we have processed the claim here at APO, we do have a portal in which you should be able to check claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our portal website is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. Was there anything else I can
[CUSTOMER][NEUTRAL] All right, so I'm gonna go ahead and see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, no, that's it thank you so much I appreciate your help.
[AGENT][POSITIVE] Oh, well, you're very welcome. Yes, ma'am. It was my pleasure. So if that is all then that I can help you with at this time, [PII], thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Uh-huh, thank you very much.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye.