AccountId: 011433970860
ContactId: b9210790-8191-4d43-8c9f-c51c69120184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241039 ms
Total Talk Time (AGENT): 88626 ms
Total Talk Time (CUSTOMER): 71474 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b9210790-8191-4d43-8c9f-c51c69120184_20250519T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Calling from provider's office regarding uh eligibility, ma'am.
[CUSTOMER][NEUTRAL] Eligibility for a patient.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Direct line.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] The policy number is 02107801.
[CUSTOMER][NEUTRAL] And [PII], the name of the member.
[CUSTOMER][NEUTRAL] And then date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then can you give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Texas Gasstro Consultants.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] Alright, I do show that Daniel does have an active policy. The effective date of the policy is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Ma'am, can you please let me know the plan name?
[AGENT][NEUTRAL] The plan name is Medlink M E D L I N K.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Uh, can you please also let me know the mailing address for uh secondary claim submission, please?
[AGENT][NEUTRAL] Yes, sir. We have a payer ID number.
[AGENT][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] And then our mailing address.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] It's for.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that is in [PII] City, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ma'am, please give me a moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, is the fax number available for the submission of claims?
[AGENT][NEUTRAL] Yes, sir. Let me give that to you also. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me repeat that. [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much, ma'am.
[CUSTOMER][NEUTRAL] And also attention to
[AGENT][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] Claims, right?
[CUSTOMER][POSITIVE] Thanks for the information.
[AGENT][POSITIVE] You're very welcome. Is there anything else, [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, please provide the call reference number along with your name, please.
[AGENT][NEUTRAL] Yes sir, the call reference is my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Last initial, please.
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, ma'am. I appreciate your assistance. Have a great day. Take care and always stay safe. Bye.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You have a wonderful week. Bye-bye, sir.
[CUSTOMER][POSITIVE] Thank, thank you so much, ma'am. Bye.