AccountId: 011433970860
ContactId: 6eaff7b6-10a1-4158-b845-7d08bcab03ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173960 ms
Total Talk Time (AGENT): 70598 ms
Total Talk Time (CUSTOMER): 78887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/6eaff7b6-10a1-4158-b845-7d08bcab03ee_20250407T13:33_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][POSITIVE] Good morning. Thank you for calling ATL
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm calling from [PII] location. I need to verify some coverage, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Absolutely. It's [PII] and that's direct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number the patient gave is 022-03759.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. That is, I'm sorry, I was typing her name in [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, and thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um I am showing that the policy is active for [PII], it's been effective since [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] All the information
[CUSTOMER][NEUTRAL] And to present
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] And um what is the mailing address and I wanna verify the correct payer ID.
[AGENT][NEUTRAL] OK. Um, so the claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] And then our payer, um, that's, that will be APL claims department, and then our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] She knows what she's talking about.
[CUSTOMER][NEUTRAL] Uh, I think that's so then, uh, she gave a group number of 25546, is that also correct?
[AGENT][NEUTRAL] Let me see, 2554, yes, that's correct.
[CUSTOMER][POSITIVE] OK, alrighty perfect and that's why they that's why I have job security. I verify it and so they can just go ahead and bill it. I appreciate your time um.
[CUSTOMER][NEUTRAL] What is the timely filing?
[AGENT][NEUTRAL] There is none. As long as the policy is active on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][POSITIVE] OK perfect thank you again for your time you have a great week OK?
[AGENT][POSITIVE] You're very welcome, [PII], and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] You're very welcome, [PII]
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] Alright, have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.