AccountId: 011433970860
ContactId: bfc2d317-182c-491f-bc38-ab72fdb5ec06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436980 ms
Total Talk Time (AGENT): 155712 ms
Total Talk Time (CUSTOMER): 168948 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/bfc2d317-182c-491f-bc38-ab72fdb5ec06_20250618T14:45_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm a medical provider. Um, I would like to check eligibility for a patient.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh, sure. Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, you broke up in the middle of it. Can you repeat that number? I got the [PII]. I didn't get the last four.
[CUSTOMER][NEUTRAL] Can you repeat that?
[CUSTOMER][NEUTRAL] OK, OK, [PII].
[AGENT][NEUTRAL] OK, it broke up again. I got [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, perfect. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh, sure. Uh, it's 60801.
[AGENT][NEUTRAL] OK, that's the payer ID. Um, do you see the numbers in the bottom of the card where it says inpatient, outpatient sir? It's gonna be one of those two.
[CUSTOMER][NEUTRAL] OK sorry.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Well, that's what I have, uh, like patients insurance ID. I have a group number.
[CUSTOMER][NEUTRAL] Um, let me check.
[AGENT][NEUTRAL] In the bottom do you see an inpatient, outpatient cert?
[CUSTOMER][NEUTRAL] Well, I have the, the social security number though.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the first three digits, you said it was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me try that one moment.
[AGENT][NEUTRAL] Mm, I didn't pull anything up with that social. Is this the main holder's social or is it a dependent?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] exemption
[CUSTOMER][NEUTRAL] No, uh, it's, uh, it's the patient's social security number.
[CUSTOMER][NEUTRAL] I have the name, the date of birth, but um,
[CUSTOMER][NEUTRAL] The part that we have the insurances, uh, she has this one but with that ID that I gave to you before.
[AGENT][NEUTRAL] Mm, OK, yeah, that is our payer ID. OK. Again, the social is [PII].
[CUSTOMER][POSITIVE] Alrighty, OK, again.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] Oh, it's [PII]. It's [PII].
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you have an address for Ms. [PII]?
[CUSTOMER][NEUTRAL] Do you have an address for Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] Uh, it says [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and may I have her date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and may I
[CUSTOMER][NEUTRAL] Um, date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Thank you, Miss [PII]. OK, I did find her and um yeah, the, the numbers should be on the bottom of the card where it says outpatient cert, but I can go ahead and give you that number. Um and you said you need eligibility.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And let's see, so the policy number is 02.
[AGENT][NEUTRAL] 47
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 43
[AGENT][NEUTRAL] 90
[AGENT][NEUTRAL] And the effective date is [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Um, so the ID number that I have to write down it's 02474390, right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] Yeah. OK, perfect. Uh, does it have a group number?
[AGENT][POSITIVE] Um, yes, no problem.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] The group number is 25732.
[CUSTOMER][NEUTRAL] The group number is 25732. OK, perfect. And what's the mailing address?
[AGENT][NEUTRAL] Yeah, just to submit claims it's [PII].
[CUSTOMER][NEUTRAL] The address to submit claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. And sorry, what what's your name?
[AGENT][NEUTRAL] My name is [PII]. That's S [PII].
[CUSTOMER][NEUTRAL] OK, um, do you have a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. You can use my name in today's date. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's Northwest Community Hospital.
[AGENT][POSITIVE] OK, thank you. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, everything was fine. Thank you so much for your help. I appreciate it. Have a good one.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling ATL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] No.