AccountId: 011433970860
ContactId: 777fefbc-cbd0-4228-8835-6cc14f3e5810
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290660 ms
Total Talk Time (AGENT): 117255 ms
Total Talk Time (CUSTOMER): 111725 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/777fefbc-cbd0-4228-8835-6cc14f3e5810_20250513T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] I just need to know this. I'm a medical provider. I need to know if the policy is active on the termination date.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Tishomingo.
[CUSTOMER][NEUTRAL] Health services.
[CUSTOMER][NEUTRAL] My name is [PII] My direct line is [PII].
[AGENT][POSITIVE] Thank you very much, Ms. [PII]. I appreciate that. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] I have 02. Well, her date of birth is [PII]. Her policy number I have listed is 0258.
[CUSTOMER][NEUTRAL] 247.
[AGENT][NEUTRAL] 5, OK, can you repeat it one more time? 0258.
[CUSTOMER][NEUTRAL] 324 7.
[AGENT][POSITIVE] 324-7. OK, thank you so much. I appreciate that.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date of her policy is [PII] and it's current.
[CUSTOMER][NEUTRAL] OK, that being said, what is your claims address?
[AGENT][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. I don't know where we get this other information. I'm sorry.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]. So it's [PII] Public [PII].
[AGENT][POSITIVE] Yes, ma'am. That's right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Did I have the correct.
[CUSTOMER][NEUTRAL] ID number.
[AGENT][POSITIVE] Yes ma'am, you do.
[CUSTOMER][NEUTRAL] OK, is there a group?
[AGENT][POSITIVE] Yes, let me get that for you.
[CUSTOMER][NEUTRAL] Are you a gap plan to her Blue Cross or supplement?
[AGENT][POSITIVE] Yes we are.
[AGENT][NEUTRAL] And her um employer group number is 23023.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name of the group is M as in Michael, T as in Tom, S as in Sam, Safety Products.
[CUSTOMER][NEUTRAL] M as in Mary, T as in Tom, S as in Sam, Safety products.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] I got that. Do you accept claims by fax?
[AGENT][NEUTRAL] Yes we do. Let me give you that fax number. We also have a payer ID number if you wanted to send electronically to the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And the payer ID number is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna fax over a Blue Cross Primary EOB.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a claim in a claim. I just need I just need to verify this information because it went to some something else. So thank you so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yes ma'am, you're very welcome. I hope you have a wonderful day. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] It is, thank you.
[AGENT][POSITIVE] OK, well, you have a wonderful day, Ms. [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Uh-huh, thank you, bye bye