AccountId: 011433970860
ContactId: 8697959e-a365-4c8b-a051-9b43091fdc54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230699 ms
Total Talk Time (AGENT): 120740 ms
Total Talk Time (CUSTOMER): 94833 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8697959e-a365-4c8b-a051-9b43091fdc54_20250103T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling, um, to just, um, double check if we accept this insurance, um, for a patient.
[AGENT][NEUTRAL] OK, um, just wanted to see if it was a network.
[CUSTOMER][POSITIVE] Uh, yes, and if we are in network just wanna get the benefits as well.
[AGENT][NEUTRAL] Sure, OK, yeah, I can check all that for you, [PII]. Uh, can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] 02496274
[AGENT][NEUTRAL] Thank you. And then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, yes, it's uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that, [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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 this plan is very dependent on major medical, therefore, it has no set network. If major medical will not pay, this plan can't. If major medical does pay, this plan can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please
[CUSTOMER][NEUTRAL] OK, so it's more like a supplement type of thing, um.
[AGENT][POSITIVE] Absolutely, yes.
[CUSTOMER][NEUTRAL] OK, um, OK, so, so since there's no network to it we will be able to accept it, is that right then?
[AGENT][POSITIVE] As as long as it's uh wherever you're at, um, you take their primary, then yes, this policy can um can help.
[CUSTOMER][NEUTRAL] Got it. OK, um, and then you sending the claims would be just um through like electronically or we have to like mail it over?
[AGENT][NEUTRAL] I do. I have a payer ID. I've got a mailing address and a fax number for claims.
[CUSTOMER][NEUTRAL] Um, can I get all of that, please?
[AGENT][NEUTRAL] Of course, yes. OK, so mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Got that. Let me repeat that. Um, so, uh, the [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK and then um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, for the next one.
[AGENT][NEUTRAL] Yeah, no worries, um, OK, so the fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct, yes. Alrighty, and then the payer ID.
[AGENT][NEUTRAL] Is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] 60801, yes.
[CUSTOMER][POSITIVE] Perfect. All right, OK, awesome, thank you so much for your help. um do you have like a reference number or your name?
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date and so my name is spelled [PII] [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that would be it thank you so much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.