AccountId: 011433970860
ContactId: 75e8b70c-a98e-48e0-8242-d8892269338a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189880 ms
Total Talk Time (AGENT): 48087 ms
Total Talk Time (CUSTOMER): 109756 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/75e8b70c-a98e-48e0-8242-d8892269338a_20250206T16:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from a provider's office, American Anesthesiology of Florida. I'm trying to verify eligibility as well as check claim status for a member.
[AGENT][POSITIVE] I'd be happy to assist with eligibility and benefits if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure my direct line is [PII].
[AGENT][NEUTRAL] And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] It's 01221549 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, let's see what's this in the account.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Looks like this one was outpatient.
[AGENT][NEUTRAL] OK, I, I do show the outpatient calendar year maximum is $4000.
[CUSTOMER][NEUTRAL] Services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it looks like um the date of service was [PII].
[CUSTOMER][NEUTRAL] Uh, we have
[CUSTOMER][NEUTRAL] Blue Cross Blue Shield listed as primary.
[CUSTOMER][NEUTRAL] And it looks like.
[CUSTOMER][NEUTRAL] It wasn't, I don't see where it was sent as a crossover, um, but I'm trying to see if you actually received our claim for this data service $221.24 build amount $2,308.34.
[AGENT][NEUTRAL] OK, what's your tax ID?
[CUSTOMER][NEUTRAL] Our tax ID ID for this 1, [PII].
[AGENT][NEGATIVE] No, we did not receive that.
[CUSTOMER][NEUTRAL] OK. And can I just verify um
[CUSTOMER][NEUTRAL] The claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, we will go ahead and, and what is your timely filing?
[AGENT][NEUTRAL] There's no family family.
[CUSTOMER][NEUTRAL] OK, alright, we will go ahead and send this claim. Are you, do you show that that the patient, um, well, actually I just wanna verify American Public Life is a secondary insurance?
[AGENT][NEUTRAL] Yes, we're the secondary.
[CUSTOMER][NEUTRAL] OK, alright, great, and if I could please just get a reference number for the call.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye