AccountId: 011433970860
ContactId: 8e9e369c-90f7-4f87-9f71-0ef2731f1a59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373609 ms
Total Talk Time (AGENT): 143112 ms
Total Talk Time (CUSTOMER): 195801 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8e9e369c-90f7-4f87-9f71-0ef2731f1a59_20250617T15:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling to verify eligibility please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Brian Healthcare Center Inc.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] This particular 10, let me see.
[CUSTOMER][NEGATIVE] I look like she got more than one day. OK. um, oh, wait a minute. I'm sorry, I lost my patience.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, come on, come on, come on, come on.
[CUSTOMER][NEGATIVE] My system's so slow.
[CUSTOMER][NEUTRAL] I'm sorry, um, OK, I have a policy number it says 01484256.
[CUSTOMER][NEUTRAL] 256 MLH
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. OK, so we have, um, you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You say secondary?
[AGENT][NEUTRAL] Yes, it's a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Supplemental plan.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, now, is that her correct ID number?
[AGENT][POSITIVE] Yes, that is the correct policy.
[CUSTOMER][NEUTRAL] That the 01 OK, OK, the policy number. OK, I think, OK, I have, I think one more I think they might be sisters or brothers or something. Let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I think that's her. I mean a sister or something. OK, so let me see if I have her ID number as well.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] This one has.
[CUSTOMER][NEUTRAL] Oh, OK, what would all of the ID number be the same because this one has the same ID 01484256 M for Mary, L for Larry, and the number 8.
[AGENT][NEUTRAL] Yeah, they're minors, more than likely they're gonna have the same policy number. What is the name and date of birth of this one, this patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII], sorry.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] All right. And so yes, um, she's also listed on this policy and it's gonna be the same effective date, which is [PII]. I'm sorry, that's the when she was added and is active at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, and.
[CUSTOMER][NEUTRAL] OK, and I, I guess this is the mom. Hold on 1736. OK, I got one more.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, it's the the 2, the 2 kids, OK, and so this is a secondary plan.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, the secondary supplemental, right.
[CUSTOMER][NEUTRAL] OK, so before you go, um, can I verify the address for me please, with, um, for where the the claim should be mailed to?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Sure, yes. That is, go ahead.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] you can go ahead and tell me I'll tell you if I got the same thing mhm.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] All right. That is [PII], [PII], [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, thank you so much. Uh, what's your payer ID for that?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the payer ID is 60801. Now, this particular um
[CUSTOMER][NEUTRAL] 60801. OK.
[AGENT][NEUTRAL] Mhm. This particular policy needs to have that claim either faxed or mail because we need the uh primary EOP attached to it.
[CUSTOMER][NEUTRAL] Oh, OK, OK, uh, can I get your fax number please?
[AGENT][NEUTRAL] Sure, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 9423. I thank you so much. I'm sorry I did not catch your name.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Uh, so let, do you get that reference number for the call, please?
[AGENT][NEUTRAL] We don't. You can use my name in today's date, if you need it. Mhm.
[CUSTOMER][POSITIVE] Today's day. OK, so I thank you so much. You've been great help.
[AGENT][POSITIVE] You're welcome. No problem. Thank you for calling as well. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] And have a great day.
[CUSTOMER][NEUTRAL] Mm mm all right bye bye.
[AGENT][NEUTRAL] No.