AccountId: 011433970860
ContactId: 8e1f9eb6-45ba-488d-9565-8224489cfef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189160 ms
Total Talk Time (AGENT): 69533 ms
Total Talk Time (CUSTOMER): 85939 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8e1f9eb6-45ba-488d-9565-8224489cfef5_20250225T16:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work with Fast Pace Urgent Care. I just had a question, um, on the members insurance cards, are we to bill out with the policy certification number or the medical ID number?
[AGENT][NEUTRAL] Um, the policy certification number is their APO policy number. The, the member ID sometimes is for like 90 degree benefits. The policy sir is the one you're looking for.
[CUSTOMER][NEUTRAL] OK, so don't do the one with the D. Make sure it's the one that begins in 0.
[AGENT][NEUTRAL] Mhm. 01 or 02, that the number is for 90 degree benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, let me just make sure. OK, let me tell you the issue that we're having, um, we have been billing out to the payer ID is 64556, um, all our claims are getting rejected is the payer ID is invalid. Can you look at this member and tell me if I should be billing 90 degree or if I should be billing y'all?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. And um [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] and the policy number is 02576196.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, daytime.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, let me check on the facts.
[AGENT][NEUTRAL] I'm sorry, the payer ID.
[AGENT][NEUTRAL] And what's the name of your facility?
[CUSTOMER][POSITIVE] Fast-paced urgent care.
[AGENT][NEUTRAL] OK, now this is different.
[AGENT][NEUTRAL] So yes, the 74556 is the correct payer ID um for HMA I'm sorry for IMA. Did you need the
[CUSTOMER][NEUTRAL] Hold on. Did you say 7?
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Did you say 74?
[AGENT][NEUTRAL] Oh, for the payer ID, no, it's 64556.
[CUSTOMER][NEUTRAL] 6 months. OK. All right.
[AGENT][NEUTRAL] Did you need their mailing address or you have it?
[CUSTOMER][NEUTRAL] Um, I have a mailing address of [PII]. Is that correct? [PII]?
[AGENT][POSITIVE] Mhm. Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, and I'll use the policy number that I gave you the 02576196.
[AGENT][POSITIVE] Yes, that's correct as well.
[CUSTOMER][POSITIVE] All right. Thank you. Have a good day.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] That