AccountId: 011433970860
ContactId: 493660ef-a124-4aa7-af50-da3e31e34ff1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170830 ms
Total Talk Time (AGENT): 76120 ms
Total Talk Time (CUSTOMER): 73861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/493660ef-a124-4aa7-af50-da3e31e34ff1_20250408T12:35_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] Good morning, [PII]. My name is [PII]. I'm calling from Jackson Memorial Hospital. We have a patient who is um is has a policy with you and a claim and you guys are requesting medical records. Where should those records be sent to?
[AGENT][NEUTRAL] Um, I need to see what type of policy he has, and then I can know um where it can be sent to. And [PII], may I have a good
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] I have his policy number mhm.
[AGENT][NEUTRAL] May I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Absolutely. My contact is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The policy number is 2571979.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and let me see what type of disability.
[AGENT][NEUTRAL] All right, so you can mail it, you can fax it, or you can send it electronically. Um which one would you prefer?
[CUSTOMER][NEUTRAL] Um, electronically would probably be better, but I'll take both numbers just in case.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, electronic.
[CUSTOMER][NEUTRAL] Her her fax number and an email uh huh electronic is.
[AGENT][NEUTRAL] Our payer ID is 60801.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait. 6, OK, wait. So electronic, how do I do it?
[AGENT][NEUTRAL] The to to submit the claim electronically?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I don't know how, what system you you all use. We just give the provider the payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead. What's the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, I'm not sure. OK, so what's the fax number to fax over um medical records?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and then what should I put on it, the policy number for the member?
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] It'll be attention APL claims department.
[AGENT][NEUTRAL] And you can add the member's policy number if you like to, um, but you don't have to.
[CUSTOMER][POSITIVE] Oh, claims department, very well. OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That is all. Thank you so much.
[AGENT][POSITIVE] Alright thanks for calling APO you're welcome bye bye.
[CUSTOMER][POSITIVE] Have a good one bye bye.