AccountId: 011433970860
ContactId: 9a231af0-6f6a-4e45-abd9-fde90abc54bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164789 ms
Total Talk Time (AGENT): 69286 ms
Total Talk Time (CUSTOMER): 78063 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9a231af0-6f6a-4e45-abd9-fde90abc54bc_20250312T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I
[CUSTOMER][NEUTRAL] Um, hi there. Um, I'm calling from a doctor's office about a, a patient.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you so much [PII] and your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] It is 01896418.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I have that number pulled up and how can I help you, please, [PII]?
[CUSTOMER][NEUTRAL] So, um, he was just saying that, um, this, I don't know what this plan is but this insurance, let's just say, um, covers his co-pay.
[AGENT][NEUTRAL] OK, I can check to see if that if it is available for him. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] This plan does not cover for an office visit fee.
[AGENT][NEUTRAL] He does have a writer on the policy to help with procedures inside the doctor's office for covered procedures inside the doctor's office, but not the office visit fee.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then how would I send uh a claim? Do you have a payer ID number?
[AGENT][NEUTRAL] Yes we do. We have a fax number and mailing address but our payer ID.
[AGENT][NEUTRAL] Is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 608.
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 01 OK 60801 let me just look this up real quick.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American Fidelity Assurance Company it says.
[AGENT][NEUTRAL] We American Public Life. American Fidelity is our parent company, but our payer ID is fixed, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is your parent company though.
[CUSTOMER][NEUTRAL] Yeah, so it would probably be correct. OK, alright, um, I will let him know, um, that, so it's with is it specific procedures?
[AGENT][NEUTRAL] Of course we as a supplemental what we do is just help with his major amount of.
[CUSTOMER][NEUTRAL] He does owe the $40 co-pay.
[CUSTOMER][NEUTRAL] Sorry, what was that?
[AGENT][NEUTRAL] I'm so sorry. We help with this deductible co-pay and co-insurance based on coverage. Of course, the major medical has supply fees towards that deductible co-pay co-insurance for the services inside the office before it's considered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so we send it to his regular insurance first and then you're considered like secondary or something?
[AGENT][NEUTRAL] Yes, we are secondary, yes.
[CUSTOMER][POSITIVE] Secondary, OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you bye.