AccountId: 011433970860
ContactId: bf2d4e62-77e3-4e48-8e53-23ca46046f89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206220 ms
Total Talk Time (AGENT): 67498 ms
Total Talk Time (CUSTOMER): 78347 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/bf2d4e62-77e3-4e48-8e53-23ca46046f89_20250221T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Agave Pediatrics. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can you please give me your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Policy number 02153310.
[CUSTOMER][NEUTRAL] And I have mom listed as [PII].
[CUSTOMER][NEUTRAL] And the baby I'm looking for eligibility for is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] is on the policy and his effective date is.
[AGENT][NEUTRAL] Well, let me get the policy back up again. It just went away sorry about that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, his, his effective date is his birthday, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you show is mom listed as policy holder?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this a secondary policy?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Yes, ma'am. It is secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2 A.
[CUSTOMER][NEUTRAL] And the group number I have is 22825 and for claims or do you have an electronic?
[CUSTOMER][NEUTRAL] Um, EDI number or do we, can we only mail them in?
[AGENT][NEUTRAL] No, you can send them electronically. The um payer ID number is 60801.
[CUSTOMER][POSITIVE] Perfect. And do you know if Gateway or Trieto is one of your clearing houses that you utilize?
[AGENT][NEUTRAL] No, ma'am, neither one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And if we are mailing the claim we can mail that to the [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 7312 and is there a reference number for the call today?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] have a great day.
[AGENT][POSITIVE] You, you too, Miss [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.