AccountId: 011433970860
ContactId: caccc773-bfc5-4465-b3fe-1e966b203550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201360 ms
Total Talk Time (AGENT): 78586 ms
Total Talk Time (CUSTOMER): 85168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/caccc773-bfc5-4465-b3fe-1e966b203550_20250305T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the provider's office. I need assistance regarding the patient plan eligibility.
[AGENT][NEUTRAL] I can verify benefits and eligibility. Can you spell your first name and the policy number?
[CUSTOMER][NEUTRAL] My name is spelled as [PII]
[CUSTOMER][NEUTRAL] Last name initial [PII] and the policy number is 02350207.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] dead line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] Last name [PII] And the date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK. So, actually, as per
[CUSTOMER][NEUTRAL] The account, uh, the patient primary insurance is Blue Cross Blue Shield. So I just want to know is American Public, uh, cover after this or they only cover after the Medicare?
[AGENT][NEUTRAL] No, we follow the primary. So if Blue Cross is primary, we will follow Blue Cross.
[CUSTOMER][NEUTRAL] OK, I got you. So, can you please verify uh what is the electronic payer ID for the submission of claims?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. And the address?
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got you. Thank you so much. The last thing, um, I just want to know if our provider is participating with the patient plan.
[AGENT][NEUTRAL] There is no network that can utilize any provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So plan just cover the uh like the patient responsibility after the primary, there is no network configuration.
[AGENT][NEUTRAL] Correct, it will pick up the copays, the co-insurance and or deductibles up to the benefit amount.
[CUSTOMER][POSITIVE] Got you. Thank you so much. I really appreciate your assistance. Do you have the call reference number for me?
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Uh, you too. Bye-bye.