AccountId: 011433970860
ContactId: c0b7f85f-d15b-4fdf-8ae3-8dc5535991c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425290 ms
Total Talk Time (AGENT): 175407 ms
Total Talk Time (CUSTOMER): 176289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/c0b7f85f-d15b-4fdf-8ae3-8dc5535991c5_20250411T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] calling you from the provider's office to check on members eligibility. Would you please help me with that?
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line?
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02456684.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Larry, number 7.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] And's name is?
[CUSTOMER][NEUTRAL] It's just a moment.
[AGENT][NEUTRAL] Sure, you're fine.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And it's a long name. It's [PII] and I, I'll spell out the last name. It's [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Oh my goodness. It was a long name.
[AGENT][NEUTRAL] Uh what was the first name [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] And the date of
[CUSTOMER][NEUTRAL] It's [PII], sorry, [PII].
[AGENT][NEUTRAL] OK, and then that date of birth please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, I appreciate you verifying that, [PII]. OK, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it's designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, as I see here, uh UHC Medicare is already paid and member is active from [PII], isn't it?
[AGENT][NEUTRAL] That's correct this is a secondary medical to their primary.
[CUSTOMER][NEUTRAL] OK, but I'm just checking for [PII]. For that, that, that member have any other insurance?
[AGENT][NEUTRAL] Uh, let me see if they had a policy active at that time.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] You said [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, let's see. OK, yes, um, they did have a policy, uh, that was active, uh, that effective date was [PII] and terminated [PII]. If you'd like that policy number, just, uh, let me know when you're ready.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Um, the, the effective date was [PII] for this policy.
[CUSTOMER][NEUTRAL] Can you, I apologize.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And uh it was done on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And uh the member ID is uh the last is 8, if I'm correct.
[AGENT][NEUTRAL] No, this one is different.
[CUSTOMER][NEUTRAL] Yeah, go ahead. I'll, I'll, I'll make a note on it.
[AGENT][NEUTRAL] Sure, OK, so this policy number is 02.
[AGENT][NEUTRAL] 236-420.
[CUSTOMER][NEUTRAL] 02236420.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And uh what would be the claim's mailing address and the payer ID to send in paper claim and electronic claims?
[AGENT][NEUTRAL] Sure, the
[AGENT][NEUTRAL] Absolutely, so that uh mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then uh that zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII], OK, [PII].
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] No, um, so that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I got you. It's [PII].
[AGENT][NEUTRAL] [PII] it's I'm sorry, I'm sorry [PII] it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 0 1,248,950.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] I got you this and uh pay ID would be?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes sir, that's correct and we've got a fax number as well. Would you like that fax number?
[CUSTOMER][NEUTRAL] Let is with your name.
[CUSTOMER][POSITIVE] Yeah, please. It will be helpful for us.
[AGENT][NEUTRAL] Of course that fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEGATIVE] Got you. And your name, I mess with it.
[AGENT][NEUTRAL] Yes, uh, it's [PII].
[CUSTOMER][NEUTRAL] Yeah. And the reference number for this call, for the documentation.
[AGENT][NEUTRAL] Reference, yes sir reference would just be my first name, last initial, and today's date. So my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] OK, thank you for your assistance. Good day, bye for today. Happy weekend.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thanks K A. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.