AccountId: 011433970860
ContactId: 7daf98ae-0150-41d7-ad40-d9c631ddaf62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186220 ms
Total Talk Time (AGENT): 87589 ms
Total Talk Time (CUSTOMER): 70147 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7daf98ae-0150-41d7-ad40-d9c631ddaf62_20250211T16:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is, uh, my name is [PII]. It's [PII] My last initial is [PII] and I am calling from Home Healthcare, and I am needing um to verify one if uh we are in network with the patient's plan and then two, if I could get the payer ID for claim submission.
[AGENT][NEUTRAL] OK, sure, I can assist you with the payer ID or network information, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01677928.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient, Miss?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is gonna be for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. All right, so we have, let's see.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is one of our secondary supplemental plan to the major medical, so it is not a major medical, so there is no network we follow primary.
[AGENT][NEUTRAL] And with this one, correct. Mhm. Yes, and with this one, we do need the explanation of benefits from the primary insurance attached to it. I can give you the payer ID for your records, but it's best to send it by mail or fax due to the fact that we need that you'll be attached to it. Um.
[CUSTOMER][NEUTRAL] OK. So this is secondary.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mail or fax. Can I actually go ahead and have that fax number?
[AGENT][NEUTRAL] Mhm. Sure. That is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 23 with the fax number.
[AGENT][NEUTRAL] Do you still need to pay your ID?
[CUSTOMER][POSITIVE] And no, it's not gonna work so I'm just gonna make I'm I'm gonna note on there to just fax it that way I don't have trouble with it in the future. And then I do believe that's gonna be it. I've got everything I need. If I could just get the reference number for the call whenever you're ready, that's gonna be it for me today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, OK.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. Do you need the spelling of my name?
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][POSITIVE] OK, so well thank you so much. I appreciate your time and your help and I hope you have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII]. Thank you for calling ATM. bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.