AccountId: 011433970860
ContactId: c740ce08-0bf2-46a1-a9e3-78ce5a0e4dc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312149 ms
Total Talk Time (AGENT): 127132 ms
Total Talk Time (CUSTOMER): 115237 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/c740ce08-0bf2-46a1-a9e3-78ce5a0e4dc1_20250207T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling from the Jackson Memorial Hospital to check on a claim status. Could you please, sir?
[AGENT][NEUTRAL] OK, [PII], you're needing to check on status for one claim, is that correct?
[CUSTOMER][NEUTRAL] Only one claim.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] My contact number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02212777 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII], one moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, sorry, I, I strongly mention that, uh, it is for claims. I need a eligibility for the patient.
[AGENT][NEUTRAL] OK, is it for claim status or eligibility or both?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] OK, so not claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with eligibility. And what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The patient name is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] The date of birth is uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that she is the subscriber on the supplemental policy then and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you all will be filing a claim with APL, you must also send us a copy of her primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL you may check claim status and have access to our EOB by going to our portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Which is located at [PII].
[CUSTOMER][NEUTRAL] OK. The eligibility is start from [PII] and it's still active. Am I right?
[AGENT][NEUTRAL] And it is active. There is, that is correct. There is no term date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you provide the
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] Do you have an, do you already have it and would like to verify it?
[CUSTOMER][NEUTRAL] Yeah, I do have, which is uh [PII].
[AGENT][POSITIVE] That is correct. That is correct.
[CUSTOMER][NEUTRAL] Am I right?
[CUSTOMER][NEUTRAL] And the payer ID is 860801.
[AGENT][NEUTRAL] It is, no. I'm sorry, what did you say was the payer ID being? I'm sorry.
[CUSTOMER][NEGATIVE] And uh it has no time.
[CUSTOMER][NEUTRAL] OK. The ID is 60801.
[AGENT][POSITIVE] Yes, so that is correct.
[CUSTOMER][NEUTRAL] And there's no timely filing limit to submit a claim.
[AGENT][POSITIVE] That is also correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for verify that.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] No, [PII], that's all for today. Thank you for assisting. Have a wonderful day.
[AGENT][POSITIVE] Yes, then you're very welcome. I hope you do too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] And uh uh-huh. Can I get the call reference number?
[AGENT][NEUTRAL] Yes, sir, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name is [PII]. Am I right?
[AGENT][NEUTRAL] [PII], yes, sir, and I spell it [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Bye-bye.
[AGENT][POSITIVE] OK, well, you're welcome and have a great day. Thank you again.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.