AccountId: 011433970860
ContactId: 6761c10a-ecd7-4a3f-b394-c94c8ed86bfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222919 ms
Total Talk Time (AGENT): 80866 ms
Total Talk Time (CUSTOMER): 48960 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/6761c10a-ecd7-4a3f-b394-c94c8ed86bfb_20250625T13:30_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, I'm calling to check on a patient's coverage.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're calling to verify as you be looking for today?
[CUSTOMER][NEUTRAL] 02633721
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for workplace or service, [PII].
[CUSTOMER][NEUTRAL] Office.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] [PII] has an office visit. She has an office visit rider or a sickness rider.
[AGENT][NEUTRAL] Of $50 per visit with 54 visits per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh sorry, I've been talking, I think.
[CUSTOMER][NEUTRAL] Oh, are you still there?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] I apologize, my phone, um.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Um, OK, uh, there's also is the number I gave you what we need to submit on the claims.
[AGENT][NEUTRAL] Yes, the 263-3. Yes, that's her policy number.
[CUSTOMER][NEUTRAL] That's 026 number not.
[CUSTOMER][NEUTRAL] OK, there's another medical ID on this card. I wasn't sure.
[CUSTOMER][NEUTRAL] Are we able to fax claims?
[AGENT][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] Do you have a number for that?
[AGENT][NEUTRAL] Just give me one moment. Let me get that information for you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me know when you're ready for the fax number.
[CUSTOMER][NEUTRAL] Yep, go ahead.
[AGENT][NEUTRAL] Oh well.
[AGENT][NEUTRAL] Looks like I told you a story. It doesn't look like you can fax a medical claim. You can fax a dental claim cause they come here to American Public Life, but because of the medical claim, it goes to IMA I mean to IMA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can't fax it, but I can give you a payer ID and a.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mailing number.
[CUSTOMER][NEUTRAL] Is that the 64556?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect all right I appreciate your help.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Nope you have a great day.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Mm bye.