AccountId: 011433970860
ContactId: c0da9956-6035-4c9a-9347-1f8a373511b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259309 ms
Total Talk Time (AGENT): 108141 ms
Total Talk Time (CUSTOMER): 97719 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/c0da9956-6035-4c9a-9347-1f8a373511b5_20250221T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi. So, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] Mhm. Yes, and how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm checking on, yeah, I'm checking on an eligibility for one of the patients. So can you please help me with that?
[AGENT][POSITIVE] Sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEGATIVE] It's [PII] and there is no extension as it is direct line.
[AGENT][NEUTRAL] OK, thank you and you're calling from which facility or provider what's the name?
[CUSTOMER][NEUTRAL] So yeah I mean I thought the services.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So, the policy number of the patient would be 01659498M as in Mary, L as in Lima and 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's, it's [PII], it's [PII] and the date of birth would be on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Thank you, Mr. [PII], and let me see if I have a new policy. This one is terminated, bear with me.
[CUSTOMER][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] OK, I did find a new policy. Let me know when you're ready so I can give you the correct policy number.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One double.
[CUSTOMER][POSITIVE] Yeah, I'm Ravi.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] 2518.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the effective date on this policy is [PII] and it is active at the moment. So this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] We need to bill for secondary?
[AGENT][NEUTRAL] This is a secondary policy, correct.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So can I get the mailing address to bill?
[CUSTOMER][NEUTRAL] can claim for this.
[AGENT][NEUTRAL] OK, sure, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] I'm sorry for that. Can you please mention me the zip code once again?
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And do you accept any payer ID?
[CUSTOMER][NEUTRAL] Do you have any pay ID?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We do have a payer ID, but these claims needs to be either faxed or mailed because we need the EP from the primary insurance attached to it. But if you need it for your records, mhm, yeah, I can give it to you.
[CUSTOMER][NEUTRAL] It be.
[CUSTOMER][POSITIVE] Sure, just what I need.
[CUSTOMER][NEUTRAL] OK, OK. Just I pay ID to verify the address in my system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and that's gonna be 60801.
[CUSTOMER][NEUTRAL] OK. Thank you. And lastly, can we get the reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] It's [PII], right?
[AGENT][NEUTRAL] So, that's S as in Sam, O as in Oscar, L as in Lima. That's initial [PII].
[CUSTOMER][POSITIVE] OK. Thank you, sir. Thank you for assisting me and bearing me for a time. I hope you have a nice day. Happy weekend.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You as well thank you for calling APL. Bye bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye-bye.