AccountId: 011433970860
ContactId: cc943607-e2f4-4e84-a856-a273559df4ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201860 ms
Total Talk Time (AGENT): 63295 ms
Total Talk Time (CUSTOMER): 117407 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/cc943607-e2f4-4e84-a856-a273559df4ba_20250407T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes sir. My name is [PII], and I think I just need to re-verify to make sure I'm, uh, got the correct new address. I'll give you a member's number so that way.
[AGENT][NEUTRAL] OK, yeah, go, go ahead, [PII].
[CUSTOMER][NEUTRAL] You'll have it.
[CUSTOMER][NEUTRAL] 01988263.
[AGENT][NEUTRAL] OK, and then please.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then if I can just get his date of birth?
[CUSTOMER][NEUTRAL] I show [PII].
[AGENT][NEUTRAL] Thank you. And you just need the claims mailing address?
[CUSTOMER][NEUTRAL] Yeah, it looks like uh
[CUSTOMER][NEUTRAL] Last month or a couple months ago he was in the office we still have the old address, but it looks like he's since been in and we've gotten the newer address or you know card that someone else didn't see and I think at one point our mail, even though it was a current data service we had sent it to the old address and the post office must have forwarded it to you because I see that the claim, you know, was processed and so now I'm just trying to update the account so I wanna make sure um because even his ID number I saw.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, his policy number had changed, which there again, you know, we had previously referenced the old one, but it looks like when I looked at the EOB it's like OK you guys matched it up to the new one, so I just, I'm just updating, you know, the account for future, you know, date the service.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No problem. Uh, so claims mailing address is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you'd like, I can give you fax and we also have a payer ID.
[CUSTOMER][NEUTRAL] Yeah, I see, I see on this newer card, um, fax number [PII] and then I see payer number 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK, now I see too that this is not like obviously the major medical and for this member um you know he had other coverage that it's more of like a usually like a secondary type of deal I know that may not be true for every member, right?
[AGENT][NEUTRAL] Yeah, so this is the members secondary, uh, we're supplemental insurance, so this would pick up like deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so this plan is always a secondary.
[AGENT][POSITIVE] Yes, ma'am, correct.
[CUSTOMER][NEUTRAL] OK, OK, alright, so we may end up looking then to get this, um, added and then you guys don't use a specific network because you guys just follow and pick up the, the secondary so there's not like a specific network that providers have to participate in, you know, for, um, for the benefits per se.
[AGENT][NEUTRAL] Mhm. Correct, yeah, absolutely. So, yeah, it'll just follow whatever the primary is. If the primary doesn't pay, then we don't pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.