AccountId: 011433970860
ContactId: a60cdc04-a370-4d5d-ab5e-249e4bac9242
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417940 ms
Total Talk Time (AGENT): 142700 ms
Total Talk Time (CUSTOMER): 156427 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a60cdc04-a370-4d5d-ab5e-249e4bac9242_20250624T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check eligibility. Can you please help me with that?
[AGENT][POSITIVE] Sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Calling from and fashion Services.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient policy number is 987455.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, name is like, uh,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that date of birth is not matching. Can you repeat that?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. Yes, thank you. All right, and you said you're looking for eligibility and let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, let me see if I have a new policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you repeat the name one more time? I didn't quite catch the name.
[CUSTOMER][NEUTRAL] Uh name is [PII] and the last name is [PII]
[AGENT][POSITIVE] OK, thank you. Thank you. OK, I did find a new policy. Let me know when you're ready for that new policy, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, yes, give me a moment, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient is active.
[AGENT][NEGATIVE] With the new policy, it is with the old policy you provided to me, it's not.
[CUSTOMER][NEUTRAL] We have.
[CUSTOMER][NEUTRAL] OK, OK. Give me a moment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] Mm, we have to go here.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Give me one minute, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Tell me I guess
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right. OK. Are you ready?
[CUSTOMER][POSITIVE] Uh yes, ma'am. I'm ready.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] Trans-American, right?
[AGENT][NEUTRAL] No, this is not Transamerica, this is APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, OK. Go ahead.
[AGENT][NEUTRAL] OK, the policy number is 01.
[CUSTOMER][NEUTRAL] Member ID?
[AGENT][NEUTRAL] 891-650.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. When were the patients that due?
[AGENT][NEUTRAL] OK, the effective date on this policy is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much. And can you please provide me the payer ID number?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now payer ID and let's see.
[AGENT][NEUTRAL] OK, so this one is one of our secondary supplemental plan to the major medical. The claim needs to be either fax or mail. I can give you the payer ID for your records, but the claim needs to be faxed or mail, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The payer ID for your records is 60801.
[CUSTOMER][NEUTRAL] Fine, fine, fine.
[CUSTOMER][NEUTRAL] 60801. Patient group number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let me get that for you one moment.
[AGENT][NEUTRAL] The group number is 16433.
[CUSTOMER][NEUTRAL] Yeah sorry
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And provide me the correct mailing address?
[AGENT][NEUTRAL] The address to submit claims is [PII].
[CUSTOMER][NEUTRAL] Give me a moment, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, I do that.
[CUSTOMER][POSITIVE] Thank you, ma'am. And uh what's the plan name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Mm, no, ma'am thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.