AccountId: 011433970860
ContactId: 67e8895f-e72a-4d97-8ded-8f997a8371cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550429 ms
Total Talk Time (AGENT): 126955 ms
Total Talk Time (CUSTOMER): 137609 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/67e8895f-e72a-4d97-8ded-8f997a8371cd_20250618T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, Ms. [PII], my name is, uh, [PII], and I'm calling from Blackwood Memorial Hospital. Um, I need to check, um, eligibility on a, on a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's D as in dog 463-078-777.
[AGENT][NEUTRAL] Thank you. And do you have the um member's ID card available?
[CUSTOMER][NEUTRAL] I do not and that's why I'm calling.
[AGENT][NEUTRAL] OK, um, well I can look.
[CUSTOMER][NEUTRAL] Because I need to know where to submit the claim.
[AGENT][NEUTRAL] OK, I can look up the policy with their first and last name or their social. That D number is for 90 degree benefits, so we can't use their policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is with 90 degree benefits?
[AGENT][NEUTRAL] That the number that you provided, that's 90 Degree benefits uh policy number.
[CUSTOMER][NEUTRAL] OK, and I called them and they gave me this number to call.
[AGENT][NEUTRAL] Well, I'm not saying it's not here. I'm just saying I need to search a different way because that number we can't use in our system.
[CUSTOMER][NEUTRAL] Oh, OK, got you, got you, got you, OK.
[AGENT][NEUTRAL] So I can search with their social, their full social if you have it, or I can search with the first and last name if you'd like.
[CUSTOMER][NEUTRAL] OK, um, the social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, Ms. [PII], do you mind if I, and what's the first and last name?
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII]. That's [PII], last name [PII].
[AGENT][NEUTRAL] Alright, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So I believe I've located the policy. Um, can you verify, um, [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, let me get that for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I jumped to another camp while I was waiting.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, her birthday is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing um the policy number is 261.
[AGENT][NEUTRAL] 34
[AGENT][NEUTRAL] I'm sorry, 354 7.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] 5472613547.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the um policy has been active since [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 0 25. OK, now, so when I'm billing you said it's 261-354-7.
[AGENT][NEUTRAL] Yes, that's our APL medical policy number.
[CUSTOMER][NEUTRAL] OK, so this is for medical, OK, um, and where do I submit this claim? That's what I need to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who am I submitting it to? OK.
[AGENT][NEUTRAL] So the claims go to IMA like igloo, Mary Alpha.
[CUSTOMER][NEUTRAL] Uh, yeah, uh huh.
[AGENT][NEUTRAL] The PO box is 217.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] 04
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII] [PII] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, alright, what is the payer ID?
[AGENT][NEUTRAL] It's 64.
[AGENT][NEUTRAL] 556.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so that's MIA. Does it stand, uh, it don't stand for American Public Life, does it?
[AGENT][NEUTRAL] No, it's IMA, um, but no, this is not an abbreviation, that's just the name of the company.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, that's what I need need to know.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] Well, was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's all I needed for today.
[AGENT][POSITIVE] Alright. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.