AccountId: 011433970860
ContactId: 73519d46-3fd4-4fb4-9d17-e50a1c588096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245220 ms
Total Talk Time (AGENT): 86020 ms
Total Talk Time (CUSTOMER): 103626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/73519d46-3fd4-4fb4-9d17-e50a1c588096_20250327T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a provider's office, lung and critical care specialist in [PII]. I'm calling just to check eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, first name [PII]. It's spelled [PII] Callback number it's [PII]. It's direct line.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], do you have the uh patient uh policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02100491, M as in Mary, L as in Louis, and the number 8.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, I have [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I show this policy is termed, but let me see if he has an active one.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, yes, I've got a different policy number that is active. Uh, can I give you that number?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] It's 245-6534.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you need benefits too or just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility and um.
[CUSTOMER][NEUTRAL] This is a PPO plan commercial plan.
[AGENT][NEUTRAL] Um, no, this is a supplemental plan. Um, it does work with the primary, um, so we'll need a primary explanation of benefits when you do file claims, but it's supplemental, a secondary, potentially picks up co-pays, coinsurance and deductible.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK, um, would you be able to give me uh the.
[CUSTOMER][NEUTRAL] Oh my [PII], I lost my words. The payer ID and an address so that we can enter this in our system.
[AGENT][POSITIVE] Yes, absolutely.
[AGENT][NEUTRAL] Um, and let me give you the effective date. He's active. His effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then our payer ID is 60801.
[AGENT][NEUTRAL] And claims mailing address, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Any other number after that and the other 4 numbers, do you have that?
[AGENT][NEUTRAL] Uh, no, just the, just that zip code.
[CUSTOMER][NEUTRAL] OK, let me repeat it back to you just to make sure I got the correct.
[CUSTOMER][NEUTRAL] Uh, uh, payer ID 60801.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And um you gave me also the the name claim something.
[AGENT][NEUTRAL] Um, APL claims.
[CUSTOMER][NEUTRAL] APL claims OK.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that will be all for now thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][NEUTRAL] Bye.