AccountId: 011433970860
ContactId: 6d8dd272-4b74-4c11-9cc3-708f6116c011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296619 ms
Total Talk Time (AGENT): 91278 ms
Total Talk Time (CUSTOMER): 118246 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/6d8dd272-4b74-4c11-9cc3-708f6116c011_20250515T17:14_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]. I'm calling from a provider's office and I'm trying to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK. I can help you with eligibility for a patient. And you said your name was [PII]?
[CUSTOMER][NEGATIVE] Yes, I'm sorry, you're you're cutting in and out pretty badly.
[AGENT][NEUTRAL] Oh, OK. Let me see if I can fix that real quick.
[AGENT][POSITIVE] OK [PII], thank you so much for holding for me. Can I get the um name of the facility that you're calling from and your callback number?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Athens Limestone Hospital.
[CUSTOMER][NEUTRAL] And my telephone number is [PII] and that's my direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] All right, his name, first name is [PII] and then the second name is [PII] and then hyphenated.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy er number is 02569685.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we, so we got, um, we got some correspondence from you guys actually we sent the claim. It went electronically to the PID 64556, um, and then we got a letter from you guys stating that, uh, you, he isn't covered and you guys don't recognize him. So is, is the PID 64556 still your guys' PID?
[AGENT][NEUTRAL] No, our payer ID number is 60801.
[CUSTOMER][NEUTRAL] 6080.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is your guys' mailing address still [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK fantastic OK that would be.
[CUSTOMER][NEUTRAL] Our problem then I think is that it went to the wrong PAD um so I actually, I have the [PII] thing or whatever. um, is it OK to just upload the claim there for this patient?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the provider, uh.
[AGENT][NEUTRAL] I think you can only see claim status and the EOP at this time. I don't think there's a way for you to uh submit a claim at this time, but we are uh going to have a new one within a month that you'll be able to do that on. So the best way to do it would be through the um electronically through the payer ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Alrighty, I'll get that corrected and sent it sent off and uh do you guys do reference numbers?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much have a good day.
[AGENT][POSITIVE] You're welcome you have a wonderful day too, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.