AccountId: 011433970860
ContactId: 7e3ba14a-9925-49d0-946b-feffa96a862c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239119 ms
Total Talk Time (AGENT): 109539 ms
Total Talk Time (CUSTOMER): 63410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/7e3ba14a-9925-49d0-946b-feffa96a862c_20250521T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling you from Acumen. I have a patient here at our office stating that you guys are their secondary insurance. I'm just calling to verify the benefits.
[AGENT][POSITIVE] Sure I can help you with benefits. Can I get a good call back in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII], that is correct.
[AGENT][NEUTRAL] And what's the uh policy number?
[CUSTOMER][NEUTRAL] I have policy number 01936777ML8.
[AGENT][NEUTRAL] OK, one moment while I pull that up.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is spelled [PII] A. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, and is she going to be seen today or is this for a past visit?
[CUSTOMER][NEUTRAL] Today she's in the office now.
[AGENT][NEUTRAL] OK, because the policy number she gave you is inactive. Let me see if she has a new active policy with us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. It looks like she does.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, are you ready for her new policy number?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's 255.
[AGENT][NEUTRAL] 7208.
[CUSTOMER][NEUTRAL] 255-7208 and I'll put that ML 8 at the end of it.
[AGENT][NEUTRAL] Uh, you don't need to. That's just showing that this is a Medlink policy.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Right, so this policy has an effective date of [PII]. It is active. This Medlink policy is a secondary gap insurance policy, so her major medical will have to pay for it first, and whenever submitting the claim, we'll need the major medical explanation of benefits to show that they also accepted the claim and paid partial because if the major medical denies it, this policy will deny it.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And that is what I send for billing purposes where do we send the claim?
[AGENT][NEUTRAL] OK, um, would you like to fax it or mail it to us?
[CUSTOMER][NEUTRAL] It's the the PO box to make sure I have the right ones selected.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII] in [PII].
[CUSTOMER][NEUTRAL] May I have a reference number and I'm all done.
[AGENT][NEUTRAL] Right, we don't have reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for all your help, [PII].
[AGENT][POSITIVE] OK thank you so much for calling APL Maria. I hope you have a great day.
[CUSTOMER][POSITIVE] You do the same, stay safe.
[AGENT][NEUTRAL] Alright bye.