AccountId: 011433970860
ContactId: 5bb9a097-589f-4699-9a8f-6088e77a3718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244600 ms
Total Talk Time (AGENT): 96157 ms
Total Talk Time (CUSTOMER): 101583 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/5bb9a097-589f-4699-9a8f-6088e77a3718_20250214T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check on members eligibility and DC.
[AGENT][NEUTRAL] I'm sorry, it's a little bit difficult to hear you uh we're checking eligibility.
[CUSTOMER][NEUTRAL] Yes, yes, can you hear me now?
[AGENT][NEUTRAL] Yeah, um, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Got it. OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have it. It is 01.
[CUSTOMER][NEUTRAL] 868-8448
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Ah, name of the patient is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that as well. Uh, so this is active effective date was [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello? Yeah, yeah, yeah, uh, you, you were.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] You went silent. I actually I didn't hear you after March.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Sorry about that, yes, so it is active. The effective date was [PII].
[CUSTOMER][NEUTRAL] OK, got it. Thank you. And may I have the plan type, is it a HMO PPO plan?
[AGENT][NEUTRAL] This is a secondary medical plan, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. It is very dependent on major medical, so if they don't pay this policy cannot.
[CUSTOMER][NEUTRAL] OK, uh, I can see that this patient has an IPA. Uh, do we have to send the
[CUSTOMER][NEUTRAL] Ah, bills to them or to your to you directly?
[AGENT][NEUTRAL] So it would go to their primary medical first and then you could file the claims with us uh with the primary EOB.
[CUSTOMER][POSITIVE] OK, OK, OK, then thank you so much for that and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh thank you and uh
[CUSTOMER][NEUTRAL] Can I get the claims billing address please?
[AGENT][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I've also got a fax number and a payer ID if you'd like, [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Um, that's fine, no problem. Ah, this is enough, and yeah, ah, can you please spell your name for my documentation?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for your help and we are at the end of the call. Is there any call reference number for today's call?
[AGENT][NEUTRAL] It 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][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much for your help.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too. Take care. Bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.