AccountId: 011433970860
ContactId: 506c4e17-bfb6-4bbc-a517-7806fce28a36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451420 ms
Total Talk Time (AGENT): 92192 ms
Total Talk Time (CUSTOMER): 96519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/506c4e17-bfb6-4bbc-a517-7806fce28a36_20250602T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Integris Baptist Medical Center, and I was calling to see if I could verify a patient's, uh, policy with you guys.
[AGENT][NEUTRAL] Um, sure, let me.
[AGENT][NEUTRAL] Do you by chance have the um the group number?
[CUSTOMER][NEGATIVE] That they did not give me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the member ID number.
[AGENT][NEUTRAL] Let me see, and you said the group's name was Integra?
[CUSTOMER][NEUTRAL] No, that's where I'm calling from is in Tigris Baptist Medical Center.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um, do you have the group number by chance or a group name?
[CUSTOMER][NEUTRAL] No, she, I didn't know I needed that, and she didn't give it to me. I wonder.
[AGENT][NEUTRAL] So, are you looking for a major medical plan?
[CUSTOMER][NEUTRAL] No, she said this is a gap policy.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because the phone number she gave me when I dialed it wasn't right, so then when I put in American Public Life and it pulled up this number so.
[AGENT][NEUTRAL] Yeah, absolutely. Why, what is the policy number?
[CUSTOMER][NEUTRAL] It is 01905678.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is the name of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, yes, that is correct, um, she is a patient with us.
[AGENT][POSITIVE] Or not a patient but she is covered with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do y'all have an EDI number?
[AGENT][NEUTRAL] Um, let me see if I can find that for you.
[AGENT][NEUTRAL] OK, and when you say EDI, um, is that like an EIN or or I guess what's the difference?
[CUSTOMER][NEUTRAL] The electronic, do you have an electronic ID number that do y'all take claims electronically?
[AGENT][NEUTRAL] Um, we do, it's through our, our portal online, um.
[AGENT][NEUTRAL] So it, it would have to be like the, the patient typically is the one that submits the claim.
[CUSTOMER][NEUTRAL] Oh OK so it would go through their insurance and then they would submit it to you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes, yeah.
[CUSTOMER][NEUTRAL] OK, all right, and um.
[CUSTOMER][NEUTRAL] The mailing address I have is [PII].
[CUSTOMER][NEUTRAL] [PII], does that sound right?
[AGENT][NEUTRAL] Um, and you're, you're gonna try and mail it to us?
[CUSTOMER][NEUTRAL] I don't know we just our system requires us to have a mailing.
[AGENT][NEUTRAL] I guess
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let, let me see, I, um, I know on our website we have like their mail, um, claims too, so let me pull that up for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Um, yes, it's at [PII].
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], all right, thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] Of course, yeah, absolutely you have a great day.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You too bye bye.