AccountId: 011433970860
ContactId: 73773d96-8e5c-4257-b790-5654b950eedc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403000 ms
Total Talk Time (AGENT): 121657 ms
Total Talk Time (CUSTOMER): 71580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/73773d96-8e5c-4257-b790-5654b950eedc_20250625T20:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] How may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, I, I just want to check the, uh,
[CUSTOMER][NEUTRAL] eligibility of the member, whether the policy is active for the date of service or not.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Sure. It is delight imaging.
[AGENT][NEUTRAL] What is the name again?
[CUSTOMER][POSITIVE] It is a light imaging.
[AGENT][NEUTRAL] Deluxe, OK.
[AGENT][NEUTRAL] And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is 023-23345 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And may I have your name again?
[AGENT][NEUTRAL] Uh sure. My name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Mhm. Thank you. Let me see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEUTRAL] OK. I did find a new policy for this number, Mr. [PII]. Let me know when you're ready for the new policy number.
[CUSTOMER][NEUTRAL] Oh, you mean to say it was already terminated, right?
[AGENT][NEUTRAL] The one you provided to me is terminated, but we do have a new policy.
[CUSTOMER][NEUTRAL] The active policy number?
[AGENT][NEUTRAL] Yes. Active policy number is 02.
[AGENT][NEUTRAL] 47.
[AGENT][NEUTRAL] 331 4.
[CUSTOMER][NEUTRAL] All right. And when was the policy terminated?
[AGENT][NEUTRAL] No, no, no. This is the new policy. OK, let me go back to the old one because I'm in the new one. The new one effective date is [PII].
[CUSTOMER][NEUTRAL] The other one?
[AGENT][NEUTRAL] And the old one was um terminated on [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] OK, this claim needs to come to us, um, either by mail or fax. I can give you the payer ID for your records, but the claim needs to come in by mail or fax, OK?
[AGENT][NEUTRAL] Um, the payer ID is 60801.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. And what would be the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] All right and.
[CUSTOMER][NEUTRAL] What is the timely filing limit?
[AGENT][NEGATIVE] We don't have timely finding limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Provide me call reference number.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the state.
[CUSTOMER][POSITIVE] All right. Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] Yes so thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.