AccountId: 011433970860
ContactId: ae25f6df-f6b4-4e83-ba9a-d39f6cecd4fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152419 ms
Total Talk Time (AGENT): 75266 ms
Total Talk Time (CUSTOMER): 69909 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ae25f6df-f6b4-4e83-ba9a-d39f6cecd4fb_20250603T17:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] at Carreromont Regional Medical Center trying to verify if this patient really does have this policy as secondary to her United Healthcare.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have a policy number?
[CUSTOMER][NEUTRAL] 018027667
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. Uh, so this policy, uh, did terminate [PII]. If you'll give me one moment though, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Well, um, our claim was from [PII], so that might be a good thing. Did you have it in [PII]?
[AGENT][NEUTRAL] OK, yeah, let's see.
[AGENT][NEUTRAL] Yes, and this, OK, so this was the only policy she had with us, uh, it was effective from [PII] until [PII].
[CUSTOMER][NEUTRAL] And um it's called American Public Life.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, and we mailed it out and it came back to us, so is it supposed to go to [PII]?
[AGENT][NEUTRAL] Yes, that's correct. Um, I've also got a, uh, fax number and a payer ID if you'd like.
[CUSTOMER][POSITIVE] I love that. Let me do the fax number.
[AGENT][NEUTRAL] Sure, that's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And y'all do show y'all are secondary to her primary insurance, right?
[AGENT][NEUTRAL] That's correct. This is a secondary medical policy.
[CUSTOMER][NEUTRAL] I'll send
[CUSTOMER][NEUTRAL] Alright, I'll send the claim with the primary EOB. I'm gonna fax it to [PII], but for future reference, the [PII] should have been a good address.
[AGENT][POSITIVE] Sounds good.
[AGENT][POSITIVE] That's correct, yes ma'am.
[AGENT][NEUTRAL] Yes, that is our claims mailing address.
[CUSTOMER][NEUTRAL] I don't know about it, alright then, um, I'll just get it back in. And what was your name again?
[AGENT][NEUTRAL] It's [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] And do right.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][POSITIVE] Good enough thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling ATO have a great rest of your day.
[CUSTOMER][NEUTRAL] Hey bye bye.