AccountId: 011433970860
ContactId: cb933995-6b26-46a1-a01d-e2c138030789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289660 ms
Total Talk Time (AGENT): 127333 ms
Total Talk Time (CUSTOMER): 119874 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/cb933995-6b26-46a1-a01d-e2c138030789_20250327T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from the provider office to check on the eligibility and benefits.
[AGENT][POSITIVE] Well [PII], it would be my pleasure to assist you. What is the callback number, please?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, one second. The policy number is 2011238.
[AGENT][NEUTRAL] Thank you, [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to assist you with eligibility for [PII]. I'm showing her policy is active.
[CUSTOMER][NEUTRAL] Mhm, yeah, 1 2nd, 1 2nd.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, one second, yeah, effective date [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so is it active, right?
[AGENT][NEUTRAL] It is active.
[CUSTOMER][NEUTRAL] OK, can you tell me the claim of insurance address, but, uh, a little slowly, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm sorry, can you repeat that question?
[CUSTOMER][NEUTRAL] Uh, can you tell me the claim of insurance address?
[AGENT][NEUTRAL] Sure. The claim's mailing address.
[CUSTOMER][NEUTRAL] Uh, but tell me.
[AGENT][NEUTRAL] Slowly.
[CUSTOMER][NEUTRAL] Tell me a little slowly. Yeah.
[AGENT][NEUTRAL] OK, no problem, and the claims address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, I can give you that uh ticket.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the state is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. Can you tell me the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, do you have any fax number?
[AGENT][NEUTRAL] Fax number to our claims department is 877.
[CUSTOMER][NEUTRAL] Yeah, after that, yeah they were.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you tell me the, uh, is it primary or secondary insurance?
[AGENT][NEUTRAL] This is a secondary policy to the policyholder's primary insurance.
[CUSTOMER][NEUTRAL] Wait a second, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, can you tell me the primary copay?
[AGENT][NEUTRAL] Uh, I don't have the primary insurance information other than the name. You would need to contact the patient for that information, for the primary insurance.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So you don't have information about the uh deductible also?
[AGENT][NEUTRAL] Not for the primary insurance, only for our insurance.
[CUSTOMER][NEUTRAL] OK. Can you tell me for uh in PC uh just uh co-pay?
[CUSTOMER][NEUTRAL] Secondary cope.
[AGENT][NEUTRAL] There's no copay or deductible on our policy.
[CUSTOMER][NEUTRAL] OK. Uh, it's there out of network, uh, sorry, out of pocket benefits?
[AGENT][NEUTRAL] Now, this policy pays for the deductible or co-insurance of the primary insurance. There's no out of pocket on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so can you tell me the reference ID?
[AGENT][NEUTRAL] For the call, the reference number is my name and today's date, and I spell my name [PII] I [PII], first initial [PII] my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day. Bye-bye.
[AGENT][POSITIVE] [PII], it's been a pleasure to assist you with eligibility. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no. Thank you. Have a good day. Bye-bye.
[AGENT][POSITIVE] And thank, thank you for calling APL. Have a wonderful day, [PII]. Take care.
[CUSTOMER][NEUTRAL] Yeah.