AccountId: 011433970860
ContactId: 53f93b10-b669-45cd-ae4f-6507f584e7cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155440 ms
Total Talk Time (AGENT): 66479 ms
Total Talk Time (CUSTOMER): 37823 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/53f93b10-b669-45cd-ae4f-6507f584e7cb_20250325T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I am calling to see if um you guys pay out of network providers.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 606-764
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], I do not have his date of birth. Hold on one second for me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. And um actually, there is no network, um, we go by the usual and customary network and all providers are basically paid. There is a Carrington network that we will participate in, but it's not required.
[CUSTOMER][NEUTRAL] OK, um, where do I send claims to?
[AGENT][NEUTRAL] Um, claims can be mailed in, um, faxed in, and there's also a pair ID. Which way do you prefer?
[CUSTOMER][NEUTRAL] It would be payer ID.
[AGENT][NEUTRAL] OK, the payer ID is 60801.
[CUSTOMER][NEUTRAL] And that goes to American Public Life Company?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what's the mailing address?
[AGENT][NEUTRAL] The mailing address is um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, that's what I needed to know, thank you.
[AGENT][NEUTRAL] OK, thank you, [PII], for calling ATL. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, not as of this moment. I appreciate it.
[AGENT][POSITIVE] OK, thank you again for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Yes