AccountId: 011433970860
ContactId: 3968461a-9cd0-4095-86f4-4b6c7dbfd1da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394769 ms
Total Talk Time (AGENT): 191887 ms
Total Talk Time (CUSTOMER): 146327 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3968461a-9cd0-4095-86f4-4b6c7dbfd1da_20250611T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from um HCA Florida Mercy Hospital. I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yes, 60801.
[AGENT][NEUTRAL] OK, so, um, that is not one of our policy numbers, [PII], that is actually our payer ID. It is a common mistake. It's very big on the ID card, um, that's usually what people would think right away. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, let me look, uh, cause I don't think we did. The patient had called in and gave us the information. Let me just double check in.
[AGENT][NEUTRAL] It's generally what like it stands out pretty big on there and they see ID so that's common common mistake.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's OK. Let me just double check. Give me one second. I don't think we do, but I'll just double check one more time.
[AGENT][NEUTRAL] That's OK, sure, if you don't, I can start using their social, um, and if you don't have that I can search if you wouldn't mind spelling out their first and last name for me.
[CUSTOMER][NEUTRAL] OK, let's try the first and last name while I'm still looking for this. Uh, last name is spelled [PII]
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And first name is [PII]
[AGENT][NEUTRAL] OK, so that's last name I'm sorry, [PII] after that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yes ma'am. uh, it's like it's.
[CUSTOMER][NEUTRAL] [PII] sorry, but that's [PII].
[AGENT][NEUTRAL] No, no, no, that's OK, um, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, OK, got it, thank you one moment.
[CUSTOMER][NEUTRAL] OK, and yeah, I don't see, um, that patient, you know, the information we have is just going 7.
[AGENT][POSITIVE] That's OK. That's a that's a unique enough last name that I shouldn't have any trouble finding him. Give me just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the ones that have names like [PII] and things like that that's like I have to sift through a million.
[AGENT][NEUTRAL] OK. All righty. I think I found it. Do you have his uh date of birth?
[CUSTOMER][NEUTRAL] Uh yes, give me one second, OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, so I did find one but it is no longer active. Let's see.
[CUSTOMER][NEUTRAL] Did he have coverage on [PII]?
[AGENT][NEUTRAL] No, OK, so this is the only policy I could see it looked like it was through um.
[AGENT][NEUTRAL] His mother [PII] um and it termin oh well you said uh I'm sorry what was that date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], yes, OK, so this policy was active from uh uh [PII] until [PII], and whenever you're ready I can give you that correct policy number.
[CUSTOMER][NEUTRAL] OK, let me go ahead and put this on here really quick.
[CUSTOMER][NEUTRAL] And this insurance is called American Public Life.
[AGENT][NEUTRAL] Yes, and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is this a PPO HML POS?
[AGENT][NEUTRAL] Um, none, so it is a supplemental, um, it's just, uh, has a set amount that it pays for, uh, for outpatient and inpatient services. Give me just a minute, let me get that information.
[CUSTOMER][NEUTRAL] CPO
[AGENT][NEUTRAL] And then once it just meets.
[CUSTOMER][NEUTRAL] No, that's fine. I just needed to, yeah, that, that was just, um, I just needed to make sure, no, so you're fine. Uh, what is that member ID number?
[AGENT][NEUTRAL] Oh I'm sorry, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that is uh 0221.
[AGENT][NEUTRAL] 4484.
[CUSTOMER][NEUTRAL] OK, the phone was going in and out, so I just want to make sure I have this correctly. 0201, no, you're fine, it's um 02014484.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] No ma'am, OK, 0221.
[AGENT][NEUTRAL] 4484.
[CUSTOMER][POSITIVE] Perfect. And what is the claims address that we wanted to send this to?
[AGENT][NEUTRAL] Yes, that is uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I have this right, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, um, and I've also got a, uh, fax number and a payer ID if you'd like on you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go ahead.
[CUSTOMER][NEUTRAL] OK, and go ahead with the payer ID number.
[AGENT][NEUTRAL] Sure, payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, and fax number?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And I just want to make sure that I have this correct. I have pay ID 60801 fax number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll go ahead and get this updated and get billed out to you. You enjoy the rest of your day, OK.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you so much. You enjoy the rest of your day.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.