AccountId: 011433970860
ContactId: 49b13a72-9f99-4011-832f-110a5d29c93d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289660 ms
Total Talk Time (AGENT): 107015 ms
Total Talk Time (CUSTOMER): 115506 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/49b13a72-9f99-4011-832f-110a5d29c93d_20250507T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, I'm [PII], and I'm calling from the doctor's office to check on a patient's eligibility status. Please be informed. This call is recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, call back is [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, uh, my customer's name is West Boca Medical Center.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is, give me a moment. 01407923M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me have that number one more time.
[CUSTOMER][NEUTRAL] Mhm. Let me repeat that. It is 01407923 Mary Lima 8.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you say you need eligibility today, correct?
[CUSTOMER][POSITIVE] Mm, that's right.
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So she plan. All right, thank you. And do you have a group number for this policy?
[AGENT][NEUTRAL] Mhm. Let me get that for you.
[AGENT][NEUTRAL] That is group number 18,490.
[CUSTOMER][NEUTRAL] 490 thank you and do you use any pricing network?
[AGENT][NEUTRAL] We, we are the secondary, so we, mm, no, we follow primary.
[CUSTOMER][NEUTRAL] Or any network? No.
[CUSTOMER][NEUTRAL] You know if primary this one.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] And, and your name, please?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Uh-huh. Uh, may I have, uh, yes, I can hear you. Can I have your, can I have your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Thank you. So, uh, and your client's mailing address and a timely filing and if you have a payer ID or electronic ID.
[CUSTOMER][NEUTRAL] You can you give me that?
[AGENT][NEUTRAL] We don't have timely filing limits um for this type of product. This is a secondary. It's best to send it by fax or mail because we need the primary EOB attached to it.
[AGENT][NEUTRAL] Um, the mailing address to submit a claim is [PII].
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, alright thank you and your uh fax number?
[AGENT][NEUTRAL] Um, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK. And uh a call reference number, please. If you don't have a call reference, can I use your name as one?
[AGENT][NEUTRAL] Yes, you can use my name in today's date if you will, Mr. [PII]. We don't have reference numbers.
[AGENT][NEUTRAL] The spelling of my name or any other information?
[CUSTOMER][POSITIVE] All right, thank you. So you have a wonderful day, ma'am.
[AGENT][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] No, that would be all. Thank you. You have a good day. Take care.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, I have a good