AccountId: 011433970860
ContactId: 76f61f5d-cee4-43fc-b361-55a8f698125d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399019 ms
Total Talk Time (AGENT): 190949 ms
Total Talk Time (CUSTOMER): 130174 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/76f61f5d-cee4-43fc-b361-55a8f698125d_20250324T13:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. I'm calling from um Bay Springs after hours clinic in [PII], and I was wanting to um had a patient come in and.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, gift the card and I need to get your payer ID.
[AGENT][NEUTRAL] OK, so you're needing, you had a patient come in [PII] and you're needing to get the payer ID for us for this number, is that correct? Yes, ma'am, I can help you with that. Um, what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] OK it is 02468559.
[AGENT][POSITIVE] OK, thank you. So give me a moment to get the members info pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me please, though.
[CUSTOMER][NEUTRAL] That's that's fine
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's just taking my system a moment this morning.
[CUSTOMER][NEUTRAL] Uh, I understand.
[AGENT][NEGATIVE] Little slow like me on Monday.
[CUSTOMER][NEUTRAL] Me too, me too.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and Don, any information I do provide would be a verified.
[CUSTOMER][NEGATIVE] I always tell them I do not wanna work.
[AGENT][NEUTRAL] Uh, yeah, Mondays are hard. Yeah, can you hear me OK, [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah it cut out and I didn't hear anything there for a minute so OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah. I'm so sorry. I don't, I don't know what's going on with that this morning. I believe it is on my end, but I'm not quite sure what's causing it. Um, so I do apologize about that, but any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it, it's a mom and her child, but the mom's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And hold on just a second, um.
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] One of 200.
[CUSTOMER][NEUTRAL] 01 I believe is her date of birth. I've got the babies pulled up, so that's why I was.
[CUSTOMER][NEUTRAL] Let me get back to the mom.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] I'm Sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEGATIVE] Well, now my system is being slow, slow, slow.
[AGENT][POSITIVE] It's all, it's all good. No worries. Well, yes, ma'am. I'm, I'm actually in [PII] too, and I'm in [PII].
[CUSTOMER][NEUTRAL] We are having [PII].
[CUSTOMER][NEUTRAL] We, it is here so that that's our uh.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Oh, OK.
[AGENT][NEUTRAL] So, it's, our weather is not very nice right now. And so I don't know, I mean, I live in the city, but I don't know if that has anything to do with it or not, but
[AGENT][NEUTRAL] Yeah, my phone has kind of giving me some issues this morning. Actually, my mother doesn't live very far from where you are. She lives in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, who is your mom?
[AGENT][NEUTRAL] [PII], no, uh, [PII]. She was a Lewis.
[CUSTOMER][NEUTRAL] Not that I would know her but.
[CUSTOMER][NEUTRAL] That name sounds familiar, but putting a face to it.
[AGENT][NEUTRAL] Uh, maiden name, but
[CUSTOMER][NEUTRAL] Well, let me tell you, my daughter lives.
[AGENT][NEUTRAL] Yeah, there was a lot of Lewis's from, from there, so.
[CUSTOMER][NEUTRAL] Yes, yes, my daughter lives in [PII] and teaches at Pearl.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, really? Small world, small world.
[CUSTOMER][NEUTRAL] Middle school.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, yes, OK, Mama [PII] is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So let's see, give me just a moment. So I do see that [PII] is.
[AGENT][NEUTRAL] The subscriber on this policy. Now, I do not sure the baby is covered. The daughter.
[AGENT][NEUTRAL] Um, so let me see when that.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, as of, yes, she's not covered. This is an individual policy only.
[AGENT][NEUTRAL] With an effective date of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] For it being individual coverage. Um, and so the
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, yes, it, it does show individual. Um, but the payer ID for this supplemental policy is 60801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Uh-huh. And when the claim is submitted to us down for review, we will also have to have a copy of the primary insurance company's explanation of benefits as well, since this is a supplement to the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, all right.
[CUSTOMER][POSITIVE] Alrighty well thank you so much.
[AGENT][POSITIVE] Oh, you are certainly so welcome. So is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] I don't think so thank you so much you have a good rest of your day.
[AGENT][POSITIVE] OK, well, you're welcome, [PII]. I hope you do.
[AGENT][NEUTRAL] Too, I keep calling you