AccountId: 011433970860
ContactId: 8a64849e-ef39-495f-aced-3b3a3b5e5d2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284170 ms
Total Talk Time (AGENT): 116295 ms
Total Talk Time (CUSTOMER): 84162 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/8a64849e-ef39-495f-aced-3b3a3b5e5d2a_20250508T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I need to check if you have a patient on file.
[AGENT][NEUTRAL] OK, I can help you with patient eligibility, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK [PII], what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And can you please give me the name?
[CUSTOMER][NEUTRAL] The extension is [PII].
[AGENT][NEUTRAL] I'll go ahead.
[CUSTOMER][NEUTRAL] Uh, extension is [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's IQ Reference Medical lab.
[AGENT][NEUTRAL] OK and then may I have the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Yes, the policy is 02571317.
[CUSTOMER][NEUTRAL] Uh, the name is
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII].
[AGENT][NEGATIVE] Policy is no longer in fact. The policy did lapse.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] And he has no active policies at this time with us.
[CUSTOMER][NEUTRAL] 2 1625.
[CUSTOMER][NEUTRAL] Uh, OK, I have like.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] 6 claims on 2725 that I can submit to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, sorry. Can you tell me what's your mailing address and payer ID?
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[AGENT][NEUTRAL] And you can send it by mail to APL claims.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm. OK, just to be sure, can you repeat all of that?
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[AGENT][NEUTRAL] And you can submit the claims to APL claims at [PII]. That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you very much. Uh, can you also tell me what type?
[AGENT][NEUTRAL] And then what was the date of service of the claims that you're submitting?
[CUSTOMER][NEUTRAL] 2725.
[AGENT][NEUTRAL] OK, alright, and what was your question? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, what type of plans this patient has like HMR commercial?
[AGENT][NEUTRAL] It is a hospital indemnity plan through APL.
[CUSTOMER][NEUTRAL] So, uh, it has something to do with Medicaid, Medicare.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, thank you very much. Uh, can I get reference for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name.
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much. Have a nice day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You have a very nice day too, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, thank you very much.
[AGENT][POSITIVE] Alright well you have a good day and thank you for calling APL by bye ma'am.