AccountId: 011433970860
ContactId: 5286e539-17b9-42f3-8403-6dcb460c07a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194699 ms
Total Talk Time (AGENT): 96559 ms
Total Talk Time (CUSTOMER): 65333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/5286e539-17b9-42f3-8403-6dcb460c07a7_20250505T12:46_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], I am [PII] calling from Medical University of South Carolina, and I was calling to check eligibility on a patient and also get a a claims address in network.
[AGENT][NEUTRAL] All right, absolutely. Let me take a look with [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 02594757
[AGENT][POSITIVE] Alright, thank you. Let me pull this up.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. All right. So, patient is active. Uh, it looks like the effective date on here is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then let me get you the claims address for this policy. I just wanna verify that one moment here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so for this patient, their their claims are gonna go to IMA Inc. so that's I as in India, yeah, M as in Mary, A as in apple, Inc.
[CUSTOMER][NEUTRAL] I am a
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's at [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is also a payer ID if you want that.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Uh, payer ID is gonna be 64556.
[CUSTOMER][NEUTRAL] 556. OK, great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just need the network.
[AGENT][NEUTRAL] Um, so this is a limited benefit plan, so there's no network required. It just pays that set amount depending upon what they're being seen for. Are they coming in for like office visit or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, hm.
[AGENT][NEUTRAL] I don't know if you need to.
[CUSTOMER][NEUTRAL] Uh, it's a hospital discharge. Yeah. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't know if it's gonna give me an amount for a discharge. It just gives like
[CUSTOMER][NEUTRAL] Oh no, you don't have to give me the amount no, no, um, I just need um know if it's, you know, multi plan or um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, PCS.
[AGENT][NEUTRAL] Um, so this one, yeah, this one's multi plan.
[CUSTOMER][NEUTRAL] But you say that
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Multiple. OK, got you. OK, alright, well thank you so much that's all I needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, [PII] have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.