AccountId: 011433970860
ContactId: 4d6fb429-39cb-43fd-98a2-a3a804f87562
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192309 ms
Total Talk Time (AGENT): 95830 ms
Total Talk Time (CUSTOMER): 67640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/4d6fb429-39cb-43fd-98a2-a3a804f87562_20250115T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Jackson Memorial Hospital to checking on eligibility for the member. How are you doing today, [PII]?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] I'm fine. Thanks for asking.
[AGENT][POSITIVE] Glad to hear it and I can definitely check that eligibility for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01663522 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. It is designed to help with copay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK. It is still active?
[AGENT][POSITIVE] Correct, yes sir.
[CUSTOMER][POSITIVE] Perfect. So can I have a claim mailing address where we can build the claim?
[AGENT][NEUTRAL] Yeah, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Perfect and the payer ID?
[AGENT][NEUTRAL] Her ID is 60801.
[AGENT][NEUTRAL] And I've also got a fax number if you'd like, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, can I have the fax?
[AGENT][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK, do you have attention for this facts?
[AGENT][NEUTRAL] That would be our claims department.
[CUSTOMER][NEUTRAL] OK. And the timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEGATIVE] No timely filing so much. Alright, double the claim right.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have the call reference number, [PII]?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] and was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] That's it. And today's date, right? [PII]. OK.
[AGENT][NEUTRAL] All right. Yes, sir.
[AGENT][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Perfect, girl. I'm done with my call.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][POSITIVE] Thank you bye bye.