AccountId: 011433970860
ContactId: c554137a-1b77-453a-b3eb-ef8c517af9ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291739 ms
Total Talk Time (AGENT): 109916 ms
Total Talk Time (CUSTOMER): 126526 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c554137a-1b77-453a-b3eb-ef8c517af9ea_20250516T19:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] from provider office. How are you?
[AGENT][POSITIVE] I'm good. How about you, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm fine. Actually, I'm calling regarding the patient claim, sir. oh sorry, patient eligibility.
[AGENT][NEUTRAL] Eligibility. OK, sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. The patient policy number is
[CUSTOMER][NEUTRAL] OK. The, uh, uh, I, I seen on the patient APL card that the policy credit has 02598251.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. And may I have the name of the facility you're calling from from my notes, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's nearly medical.
[AGENT][NEUTRAL] Nelly
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the patient name is now, I guess it's pronounced as [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you say you need eligibility, and this is considered an office setting. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, for a medical claim.
[AGENT][NEUTRAL] OK. So we have an effective date of [PII]. It is active at the moment, and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK. You are not for a medical, right?
[AGENT][NEUTRAL] We're not the major medical. No, we are the secondary.
[CUSTOMER][NEUTRAL] Medical billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You are this [PII]. Can you confirm who is the first primary insurance?
[AGENT][NEUTRAL] Um, let me see if it will give me that information. Um, bear with me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I'll have to pull the group. OK, one moment.
[CUSTOMER][POSITIVE] Sure, take your time. No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, looks like uh it's going to be Aetna.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK. Aetna, uh, you have the Aetna ID?
[AGENT][NEUTRAL] No, we don't have that information. We can only see the name of the major medical.
[CUSTOMER][NEUTRAL] Oh, just give me a moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Aetna.
[CUSTOMER][NEUTRAL] Uh, is it the, um, shown in your system is Aetna is active or not?
[AGENT][NEUTRAL] It's not showing that either. Mm mm.
[AGENT][NEUTRAL] No, we, we have no information. The only thing we have is the name.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, got it. Got you. Can you confirm our call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the state if you will.
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I, right?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][POSITIVE] OK, so thank you so much. Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, thank you. Can you confirm me your payer ID?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 60801. Got you. Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Happy weekend.
[CUSTOMER][POSITIVE] Thank you sir.
[CUSTOMER][POSITIVE] Happy weekend. Bye-bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.