AccountId: 011433970860
ContactId: 58f6af19-8c6f-4b0d-abf6-2f55e814ccef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175990 ms
Total Talk Time (AGENT): 85703 ms
Total Talk Time (CUSTOMER): 69683 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/58f6af19-8c6f-4b0d-abf6-2f55e814ccef_20250326T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hi, this is [PII] calling from product service. I want to check numbers eligibility.
[AGENT][NEUTRAL] OK, sure I can check eligibility for you. I'm sorry, uh, you said your name was [PII]?
[CUSTOMER][POSITIVE] Sure I can for you.
[CUSTOMER][NEUTRAL] No, it's uh [PII].
[AGENT][NEUTRAL] [PII] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. That's uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes. Uh, that's 024.
[CUSTOMER][NEUTRAL] 062
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima.
[CUSTOMER][NEUTRAL] And the number 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Yeah, the member's first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Yeah, thank you. Actually, uh, this is for secondary, correct?
[AGENT][NEUTRAL] This is secondary medical, yes.
[CUSTOMER][NEUTRAL] Yeah, OK, thank you. And uh can I have the claim's mailing address and alternate query ID?
[AGENT][NEUTRAL] Um, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. On the payer ID? What's the payer ID?
[AGENT][NEUTRAL] Yeah, payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, thank you and uh can I have your name please?
[AGENT][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. And what's the timely failing limit for claim submission?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Yeah, OK. Thank you. And I don't mean, uh, do you know uh who's the primary payer for this member?
[AGENT][NEUTRAL] Of course.
[AGENT][NEGATIVE] I am unable to see that as this is their secondary medical.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, no problem. Can I have a reference number, [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date. uh, so my last initial is [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Yeah, thank you, [PII], thanks.
[CUSTOMER][POSITIVE] Uh, nothing, [PII], thank you so much for your assistance. Have a wonderful day and take care. Bye.
[AGENT][POSITIVE] OK, yeah, thanks for APL. You too, bye bye.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah.