AccountId: 011433970860
ContactId: 67143934-8d91-4e59-ab3d-95395818e338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346359 ms
Total Talk Time (AGENT): 74613 ms
Total Talk Time (CUSTOMER): 131893 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/67143934-8d91-4e59-ab3d-95395818e338_20250509T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] and I'm calling from the doctor's office to check on our patient's eligibility status. Please be informed this call is recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, and which provider are you with, [PII]?
[CUSTOMER][NEUTRAL] I'm calling from West Boca Medical Center.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. My callback is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I think yes, I have a policy number it is.
[CUSTOMER][NEUTRAL] 25,230.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is.
[CUSTOMER][NEUTRAL] Early date of service, [PII].
[AGENT][NEUTRAL] Um, that policy number you gave me doesn't pull up that patient or name or date of birth. Do you have a different policy number?
[AGENT][NEUTRAL] Or I or I can look it up by last.
[CUSTOMER][NEUTRAL] Or I can give you the patience of, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Yeah, the social, the social.
[CUSTOMER][NEGATIVE] OK, it's it's um unfortunately I don't have a social as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you the first last name and date of birth instead. May I.
[AGENT][NEUTRAL] Sure. What's the last name?
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][POSITIVE] And [PII].
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. And what was the date of birth again?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me give you the correct policy number.
[AGENT][NEUTRAL] It's 2212148522.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 48522. Thank you for that. And may I know the policy's effective on termination date?
[AGENT][NEUTRAL] Uh, policy is effective [PII]. Policy is currently active, no term date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And may I know the uh plan type? Is it a secondary gap plan?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All righty. Now, may I know the insurance carrier's name? Is this uh American Life Insurance or do you go by any other name?
[AGENT][NEUTRAL] Uh, no, it's American Public Life.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Thank you. And your mailing address, please?
[AGENT][NEUTRAL] Is mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] And do you have a pay ready?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. And the timely filing, please?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK, how does it work? Does it works as a HMO or PPU or neither of them, or it's just secondary supplement or do you follow the primary?
[AGENT][NEUTRAL] Neither.
[AGENT][NEUTRAL] It's, it's not HMO or PPO it's neither and then yes, we do need the primary EOB when filing the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, great, thank you. And ma'am, can you please give me your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh, all right, [PII], thank you. A call reference number, please.
[AGENT][NEUTRAL] Uh, my name and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a wonderful day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.