AccountId: 011433970860
ContactId: 50305ff3-50ca-41f4-ad75-ecb297a2fcad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235279 ms
Total Talk Time (AGENT): 103780 ms
Total Talk Time (CUSTOMER): 82521 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/50305ff3-50ca-41f4-ad75-ecb297a2fcad_20250218T15:21_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 um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] South Georgia physicians Associates OBGYN and I have a patient that has um given me this information in order for me to find out how to submit her claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I'm just trying to find out.
[CUSTOMER][NEUTRAL] What um I need in order to submit a claim.
[AGENT][NEUTRAL] OK, absolutely, [PII]. Do you have their policy number? We can take a look and see what they have with us?
[CUSTOMER][NEUTRAL] She, she sent me 22456796.
[AGENT][POSITIVE] OK, let's give that a go and see what we get here.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, and then what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So [PII] what [PII] has with us is a secondary plan, so this is gonna cover any sort of deductible, co-pay or co-insurance. The primary does not, and we accept claims electronically. We have a payer ID. I can give you the fax and also the mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And mailing OK, and what's your mailing address?
[AGENT][NEUTRAL] Uh, the mailing address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what does the APL stand for?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] She just sends me this information and doesn't send me anything else.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I said usually I get a card or something and she said it was my it was my responsibility to find it. It's the first time coming across that.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, um, her secondary plan.
[CUSTOMER][NEUTRAL] Um, do you use this policy number is her ID number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And does she have like a group number? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, let me see if there's a group number. Give me just a sec here.
[AGENT][POSITIVE] There is a group number and a group name, which I'm happy to provide if you need those.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] So the group number is gonna be 12 or excuse me 162.
[AGENT][NEUTRAL] 65.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, I think you provided all that information. I will go ahead and put this in for her secondary plan.
[AGENT][POSITIVE] OK, sounds good, [PII]. Well, thanks for calling APL. Anything else I can help with?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.