AccountId: 011433970860
ContactId: a4093736-e089-4596-9aec-1554bb0fcac8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225940 ms
Total Talk Time (AGENT): 102452 ms
Total Talk Time (CUSTOMER): 98170 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a4093736-e089-4596-9aec-1554bb0fcac8_20250226T14:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Hunt Regional Medical Center, and I needed to, um, basically find out where we send, um,
[CUSTOMER][NEUTRAL] Claims to as since uh 90 degrees is the secondary.
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][NEUTRAL] Medical claims.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] [PII], can I have a call back number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK, [PII] and then the um member ID is D as in David 43,731,210.
[AGENT][NEUTRAL] I do apologize, but that's not pulling up a policy here at American Public Life. [PII], do you have that member's social?
[CUSTOMER][NEUTRAL] Yeah, OK, because this is supposed to be 90 degree benefits.
[AGENT][NEUTRAL] This is American Public Life. So do you have a social for the member for me to look up the member to see if they're in the system to be able to assist you?
[CUSTOMER][NEUTRAL] I called the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is that member's name?
[CUSTOMER][NEUTRAL] It would be for um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Spell his last name?
[CUSTOMER][NEUTRAL] And his date of birth
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], spell [PII] is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I didn't pull them up by that social that you provided me with.
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is going to be
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you [PII] and you're calling to verify claims in claims address, right?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] So this policy is the IMA. I'm not sure if you have his dental policy, but let me give you his correct policy number for us when you call here at American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 250-4700. It's 2,504,700.
[CUSTOMER][NEUTRAL] OK, and that's for medical.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, thank you very much.
[AGENT][NEUTRAL] So let me, you ready for me to give you the information?
[CUSTOMER][NEUTRAL] I is it OK, yeah.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Oh, you're ready for me to give you the claims address for to submit a claim? OK, so it'll be addressed to [PII], A as in Alpha, which is IMA.
[CUSTOMER][POSITIVE] Yes, yes, yes, yes, please.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] that's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. That's [PII] and we have a payer ID as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the payer ID?
[AGENT][NEUTRAL] 645-56
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Alright, so it's under IM. Oh, I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too bye.