AccountId: 011433970860
ContactId: 49151735-4bc1-40da-a6fa-0d3d475c6d34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306459 ms
Total Talk Time (AGENT): 150111 ms
Total Talk Time (CUSTOMER): 143338 ms
Interruptions: 4
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/49151735-4bc1-40da-a6fa-0d3d475c6d34_20250404T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][POSITIVE] I'm great thanks for asking [PII] [PII], um.
[CUSTOMER][NEUTRAL] I'm typing and trying to, I have a provider on the phone. She's calling about a HR policy and she wants to verify benefits for lab.
[CUSTOMER][NEUTRAL] If I'm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number, let me know when you're ready for it.
[AGENT][POSITIVE] I'm ready, sir.
[CUSTOMER][NEUTRAL] It is 2597089. It's 259-7089.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Call about part two.
[AGENT][NEUTRAL] I want to know about independent lab benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is her name or his name?
[CUSTOMER][NEUTRAL] [PII] and her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]. Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] got you.
[AGENT][NEUTRAL] And her name is [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. Her name is [PII] like yours.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hold on one moment, OK, [PII]? I'm gonna transfer her.
[AGENT][POSITIVE] And calling. Thank, thank you, [PII]. Have a great weekend. I was just gonna say, have a great weekend.
[CUSTOMER][NEUTRAL] What you was about to say?
[CUSTOMER][POSITIVE] Thank you. You do the same. Thank you. [PII], were you at the meeting the other day?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I was.
[CUSTOMER][NEUTRAL] I didn't, I don't remember seeing you.
[AGENT][NEUTRAL] I didn't, I don't, you know, I didn't see a, [PII], I don't know why, but I just didn't see a lot of people, but I mean, I know a lot of people were there.
[CUSTOMER][NEUTRAL] That cause I, when you, when you answered the phone, I was like, did I see [PII] this week? I don't remember seeing her, but.
[AGENT][NEUTRAL] I was doing the same thing, [PII].
[AGENT][POSITIVE] That funny
[AGENT][NEUTRAL] I like, I didn't see [PII].
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah, but I was there
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, I'm sorry I missed you. Thank you. Have a great weekend. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] 01 moment, [PII].
[CUSTOMER][NEUTRAL] I know, right? Hold on one moment. You do the same. Goodbye.
[CUSTOMER][POSITIVE] Hello [PII]. I'm gonna transfer you over to [PII]. She's gonna better assist you, OK? Thanks for calling and have a good day. You're welcome thank you.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Good and yourself?
[AGENT][POSITIVE] I'm doing well. And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Me too.
[AGENT][POSITIVE] We don't, I know, that's right.
[CUSTOMER][NEUTRAL] Oh my God, you see, we're twenties today.
[AGENT][NEUTRAL] That doesn't happen often, does it?
[CUSTOMER][NEUTRAL] It doesn't honestly, it doesn't because they either they spell it in a different way or they pronounce it a different way.
[AGENT][NEUTRAL] Different way.
[AGENT][NEUTRAL] Mhm. Exactly. Well, she's, uh, [PII] said that you were needing benefits for independent laboratory. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I can help you with that. Now, Ms. [PII]'s policy is a limited indemnity policy.
[AGENT][NEGATIVE] It does not provide benefits for an independent laboratory services.
[CUSTOMER][NEUTRAL] OK, so pretty much OK no additional, so it won't cover outside labs.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, OK, alrighty, so let me go ahead and put the note and then, so pretty much what she told me this is there's no network and it's a PPO plan with like pretty much is an open access they can go anywhere but there's no network, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you do electronic claims or is paper um uh paper claims?
[AGENT][NEUTRAL] Uh, we do an electronic, uh, submission. That payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, alrighty and then I have a problem. I'm trying to make an account with the APO. I don't know if you can help me with that, but it's asking me for my patient account number.
[AGENT][NEUTRAL] That's right. So you once we have a claim on file.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You can create an account and you, you won't be able to until we have that claim on file to um link to that patient account number. If you file a claim, it is going the patient account number is gonna be listed in box 26 on the HIA. Y'all bill on the HIPA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that's the account number with your facility.
[AGENT][NEUTRAL] Inbox 26, um on the HIA.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] But we have to have a claim on file first in order to be able to link the policy to your that provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alrighty well thank you so much I really appreciate it.
[AGENT][POSITIVE] It's been my pleasure. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I really appreciate it and have a wonderful day, OK?
[AGENT][POSITIVE] I hope you do too, [PII]. It was a pleasure to assist you and thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] You too have a good one.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.