AccountId: 011433970860
ContactId: 508673dd-9eba-460e-b887-934f33852f70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260358 ms
Total Talk Time (AGENT): 120764 ms
Total Talk Time (CUSTOMER): 130956 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/508673dd-9eba-460e-b887-934f33852f70_20250113T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, did you say so?
[AGENT][NEUTRAL] So, [PII] mhm. Yes.
[CUSTOMER][NEUTRAL] Yes, hi, so, my name is [PII] and I'm calling from Pathology Laboratory Associates. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Miss [PII]?
[CUSTOMER][POSITIVE] I'm doing wonderful. I was wanting to see if you can clarify some information for me. Um, I have a patient that has you guys as a secondary, and I'm trying to figure out, um.
[CUSTOMER][NEUTRAL] Uh, because it usually comes over as a generic, um, insurance. It just literally says generic. It doesn't give your name, um, but I was trying to figure out if you guys have a payer ID and what your mailing address is for your claims because I'm showing we have two different addresses.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Oh OK, sure, yes, I can assist you with that information. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely, it's [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. Um, do you have a policy number that I can go by to give you this information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yes, it is going to be 01954452.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. All right, so this is one of our secondary supplemental plans to the major medical. Um, this is American Public Life, usually known as APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good that's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um the address to submit claims, the correct address is the one in [PII], which is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, um, so I have a question for you because I did have one last week that was going to, um, [PII]. So do you all have, depending on the plan, do you have two different addresses?
[AGENT][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Mm. No, the [PII] address is an old address. Um, that address is not valid any longer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if something was to get mailed to [PII], um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would it be routed to [PII] or would they just return it back?
[AGENT][NEGATIVE] They will return it back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you have a payer ID?
[AGENT][NEUTRAL] Um, yes, the payer ID is 60801. Again, that's 60801. Now, on this particular policy is one of our secondary policies. With this one, we need the EOB attached, the primary EOB attached to it. So it's best to send it by fax or mail, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is your fax number and I can go ahead and because I actually have one that I need to send to you for her. um, looks like Blue Cross Blue Shield is her primary, so I wanted to get that faxed over.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, no problem. That is um fax number [PII].
[CUSTOMER][NEUTRAL] I'm gonna repeat that back. I have [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, alright, and do I just attention that to claims department?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Alright, alright, and I will forward that um claim along with the uh primary ELB over to you guys and I'll correct her insurance here in our system and then do you have a reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Alright, thank you so much, so I appreciate it uh no [PII] correct.
[AGENT][NEUTRAL] You need the spellings or?
[AGENT][POSITIVE] OK. [PII] that's initial [PII] yes, Miss [PII]. OK. You're welcome and thank you for calling ATL. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much for all your help today.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][NEUTRAL] Mm