AccountId: 011433970860
ContactId: 779ae762-a339-48fa-a841-4ac155836bcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202860 ms
Total Talk Time (AGENT): 89952 ms
Total Talk Time (CUSTOMER): 103298 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/779ae762-a339-48fa-a841-4ac155836bcd_20250312T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. I'm calling from Baptist Hospital of Miami. Um, I need to submit a claim to you guys, um, but I wanted to confirm the benefits for, uh, this member.
[AGENT][POSITIVE] Sure, I can take those benefits for you. Uh, I'm so sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], mhm.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] I do. It's 02255811, M for Mary, L for Lima, B for Bravo.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] So first name is [PII] [PII], and date of birth if needed, it's [PII].
[AGENT][NEUTRAL] Perfect, thank you so much for verifying that information, [PII]. OK, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we would need to look at uh outpatient benefits or inpatient.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right. So, um, the effective [PII] and it's current, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. All right. So, um, yes, the, so the claim was um submitted to Cigna. Cigna Pay left the patient responsible for a dollar amount. Um, where, how can I get this claim to you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I've got a mailing address, fax number, and a payer ID.
[CUSTOMER][NEUTRAL] How about a fax number?
[AGENT][NEUTRAL] OK, so that is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what's the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, perfect. OK, so at this point, you need the UB and a copy of the EOB from the primary, correct?
[AGENT][POSITIVE] Correct, that is correct.
[CUSTOMER][NEUTRAL] OK, and that's all you need?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK. Well, let me fax it over. Thank you very much, [PII]. Do you give out reference numbers?
[AGENT][NEUTRAL] Sounds good, of course. Is there anything else I can help you with? Sure, that would just be my first name, last initial, [PII]. Uh, so my name is spelled [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] OK. All right, perfect. Thank you so much. Have a good day.
[AGENT][POSITIVE] Alright, of course, I'm trying to you too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye-bye