AccountId: 011433970860
ContactId: 8de68de2-3c9a-4512-bb45-cc8ee302fafa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389489 ms
Total Talk Time (AGENT): 180091 ms
Total Talk Time (CUSTOMER): 154966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8de68de2-3c9a-4512-bb45-cc8ee302fafa_20250129T13:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII], this is [PII] calling from Indiana Regional Medical Center.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I'm checking on eligibility of a patient, uh, if he has this insurance or not.
[AGENT][NEUTRAL] OK, [PII], so you're just wanting to verify if the policy is active, but you do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, I just need it if it's active.
[AGENT][POSITIVE] Sure, yes, ma'am. I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Uh, our number is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] I'm hoping it's right because I couldn't understand him um he gave me 343-222-962.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now,
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] That one probably doesn't stop.
[AGENT][NEUTRAL] Mm mm. That one is not, did it and did you say the insurance is with American Public Life?
[CUSTOMER][NEUTRAL] American Public Life, yes.
[AGENT][NEUTRAL] Is that her social?
[CUSTOMER][NEUTRAL] No, that's just an I.
[AGENT][NEUTRAL] That's not a policy number.
[CUSTOMER][POSITIVE] That's not, oh goodness gracious.
[AGENT][NEUTRAL] Um, and there's, I just checked to see if maybe that was the social, uh, I can try by the last name, [PII].
[AGENT][NEUTRAL] He didn't have an ID card, I'm assuming.
[CUSTOMER][NEUTRAL] OK, because I have a social I have his date of birth. No, we don't have an ID card. We don't have anything.
[CUSTOMER][NEUTRAL] I think he's a student here like here in [PII].
[AGENT][NEUTRAL] OK, and you did say that, OK.
[AGENT][NEUTRAL] But is he, is the insurance in his name or is he like a dependent child on a policy?
[CUSTOMER][NEUTRAL] He told me he told me it was through his employer.
[AGENT][NEUTRAL] OK, what is his full social? to see if I can locate it that way.
[CUSTOMER][NEUTRAL] His social is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this for medical, dental, what type of services?
[CUSTOMER][NEUTRAL] Um, medical, it's for an echocardiogram.
[AGENT][NEUTRAL] OK, so I do, I did locate a policy for him.
[AGENT][NEUTRAL] Um, this is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy is showing as active, [PII] with an effective date of [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once the claim has been processed, we also have a portal at APL that you can check claims that you should be able to check claim status and have access to our EOB and that portal website is going to be secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the correct policy number that you should have is going to be 0256.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4678.
[CUSTOMER][NEUTRAL] And is there a group number on that too or no, or a plan number or?
[AGENT][NEUTRAL] 70 Group number is 70051.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, he's active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think that's all I need for right now. I'm sending this over to our financial place to see if we have an um pol or see if we have a contract with you guys, so.
[CUSTOMER][POSITIVE] OK, that's all I think I need on him. I hope we have the right stuff now.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, do you have the claim's mailing address?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, I have [PII]. He's at school here in [PII]. Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] No, no, no, no.
[AGENT][NEUTRAL] The, no, to mail claims, claims mailing address.
[CUSTOMER][NEUTRAL] 00 to mail claims. Oh, you, you're talking about here or oh for you got for us to mail claims. OK, what's the address? He gave me, uh, he gave me [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm, don't know what that is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh boy alright, what's, what's the claims?
[AGENT][NEUTRAL] Mm, no, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They will be sent to IMA.
[CUSTOMER][NEUTRAL] I am a.
[AGENT][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] [PII]. That's [PII]
[CUSTOMER][NEUTRAL] How's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 21
[AGENT][NEUTRAL] And the payer ID is 64556.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 645-56 payer ID.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] And uh is there a phone number or should I we use this number?
[AGENT][NEUTRAL] No, you would, no, this is the correct phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] So I do have that correct.
[CUSTOMER][NEUTRAL] He did give me that number how about that?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright I think I have everything though.
[AGENT][POSITIVE] OK. Well, if that's all then that I can help you with at the moment, [PII], thank you very much again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Oh, thank you. You too. Have a great day.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much. You too.
[CUSTOMER][NEUTRAL] Mm bye now.
[AGENT][NEUTRAL] Bye-bye.