AccountId: 011433970860
ContactId: 536b0c14-89f4-4c99-ad96-65938a07c0a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270200 ms
Total Talk Time (AGENT): 76633 ms
Total Talk Time (CUSTOMER): 132821 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/536b0c14-89f4-4c99-ad96-65938a07c0a3_20250130T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life, this is [PII]. Who am I speaking with?
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] calling from provider's office.
[AGENT][POSITIVE] Yes ma'am and how can I help you?
[CUSTOMER][NEUTRAL] This is regarding claims.
[AGENT][POSITIVE] Absolutely I can help you with that uh but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Perfect. OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] And that's uh 017.
[CUSTOMER][NEUTRAL] 05314.
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect
[AGENT][NEUTRAL] And data service?
[CUSTOMER][NEUTRAL] They.
[CUSTOMER][NEUTRAL] 10 4 2024.
[AGENT][NEUTRAL] [PII] of 2024?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] I do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] This is supposed to be a medical processing.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] This is supposed to be a Medicare crossover claim.
[AGENT][NEUTRAL] No, uh, we're supplemental to their primary insurance. We do not coordinate with Medicare.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] with.
[CUSTOMER][NEUTRAL] By way of [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Who's the primary area.
[AGENT][NEUTRAL] Uh, let me see if I have that information. Give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I show that their primary interest is Blue Choice.
[CUSTOMER][NEUTRAL] OK. And uh can I have the payer ID for you guys?
[AGENT][NEUTRAL] Our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. OK, thank you. Mailing address would be?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 731.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] uh-huh.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] What would be the timely falling humid here?
[AGENT][NEGATIVE] We do not have timely.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] And the member is eligible for the data source.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And apart from the mailing address and the pay ID do you happen to have a fax number for us to send in the claim?
[AGENT][NEUTRAL] Yes, fax number is [PII].
[CUSTOMER][NEUTRAL] Yes, back
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 94.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 23. And is there any attention to this?
[AGENT][NEUTRAL] Uh, attentions claims.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Times department. Oh.
[CUSTOMER][NEUTRAL] How, OK.
[CUSTOMER][NEUTRAL] And it was a secondary for the patient. Do you, do you guys require, uh, the primary will be as well to process the claim?
[AGENT][POSITIVE] Yes we do.
[CUSTOMER][NEUTRAL] Yes, we do. OK, primary only. OK, thank you. And uh would you mind spelling out your name for me?
[AGENT][NEUTRAL] Absolutely, it's [PII].
[CUSTOMER][POSITIVE] Absolutely it's the [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And uh can I have a reference number for this date of service?
[AGENT][NEUTRAL] No reference just my name and today's date.
[CUSTOMER][NEUTRAL] And musty, just a moment while I check if there is any other claim on file.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] Bear with me a moment here.
[AGENT][POSITIVE] No problem, take your time while you do that I'll document.
[CUSTOMER][NEGATIVE] No take your time.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh do you guys handle America's choice as well?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, America's pocket life.
[CUSTOMER][POSITIVE] Uh, actually, that would be all. Yeah, very good. That would be all. Thank you.
[AGENT][POSITIVE] You too, thank you for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] You too bye.