AccountId: 011433970860
ContactId: 61bef9a4-1fb0-4b7b-8493-5d41921ed0cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238320 ms
Total Talk Time (AGENT): 114321 ms
Total Talk Time (CUSTOMER): 61108 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/61bef9a4-1fb0-4b7b-8493-5d41921ed0cf_20250122T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling on a recorded line from Emory Saint Joseph's Hospital. How are you doing today?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Doing well thank you. I'm just calling to check a patient's eligibility and see what your claims timely filing limit is.
[AGENT][NEUTRAL] OK, alright, [PII], can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and patients policy number, please.
[CUSTOMER][NEUTRAL] 02419253
[AGENT][NEUTRAL] OK, let me go ahead and pull them up.
[AGENT][NEUTRAL] OK, and you're just looking for eligibility and um timely filing limit is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so looking at this policy 241-925-3, the insured has a policy. It's no longer effective. Um, the pay to date was [PII], so that's the day that it lapsed, and the effective date, original effective date was [PII].
[AGENT][NEUTRAL] I'm trying to see if there's any other policies. Ah, [PII] does. He has an see with us. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK, so the one that I gave you was effective [PII] until March.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] did you, what was it [PII]?
[AGENT][NEUTRAL] Uh, let me go back to it real quick.
[AGENT][NEUTRAL] Yes, [PII] was when it lapsed.
[CUSTOMER][NEUTRAL] OK, and then you said he started a new policy?
[AGENT][NEUTRAL] Yes, he has a new policy number. It is 247-4401.
[AGENT][NEUTRAL] And the effective date is [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] OK, that number was 247-4401?
[AGENT][NEUTRAL] Yes, that's correct, and we do not have a timely filing limit as long as the insured had coverage on the date of service you can send in the claim.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] What is your claims address?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, alright, I appreciate your help. Do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I hope you have a good day.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL. You have a good week. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.