AccountId: 011433970860
ContactId: 777eb804-ea96-4e0c-b5d9-8cce697dc2cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243399 ms
Total Talk Time (AGENT): 83655 ms
Total Talk Time (CUSTOMER): 74398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/777eb804-ea96-4e0c-b5d9-8cce697dc2cf_20250417T22:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I wanted to know um if you can help me verify a claim, please?
[AGENT][NEUTRAL] Yeah, I can check a claim for you. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] So, I'm seeing the card number, but I don't see a policy number. I see coverage group.
[AGENT][NEUTRAL] Do you have a certificate number?
[CUSTOMER][NEUTRAL] Oh, plus
[CUSTOMER][NEUTRAL] No, I don't see it in the car. I I see where it says a number where it says any hospital benefits, outpatient.
[AGENT][NEUTRAL] OK, you can give me either one of those.
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01933
[CUSTOMER][NEUTRAL] 780 ML 8.
[AGENT][NEUTRAL] All right. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, the birthday is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright and then date of service?
[CUSTOMER][NEUTRAL] Um, it's a crossover and it's for [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] Um, 493.
[AGENT][NEUTRAL] I'm not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] What is the what is the correct ID for this patient?
[AGENT][NEUTRAL] Their active ID is gonna be 02.
[AGENT][NEUTRAL] 58.
[AGENT][NEUTRAL] 0010.
[CUSTOMER][NEUTRAL] 02580010
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, does this patient has an active policy with you guys?
[AGENT][NEUTRAL] Yes, so it is active. The effective date on here is showing 11 of 25. Were the member's secondary insurance. So this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] No, let me give you the corrected one.
[CUSTOMER][NEUTRAL] It's an American public still?
[AGENT][NEUTRAL] Yes, it's American Public Life APL.
[AGENT][NEUTRAL] Claims are sent to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Um, it's the payer ID 60801.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said the member ID is 02580010?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Um, um, can I have a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initials and today's date. My name again is [PII], that is spelled [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you, ma'am. I have, I appreciate your time.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.