AccountId: 011433970860
ContactId: d3e29f8d-5f08-4fce-9ee6-10506e1810e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179919 ms
Total Talk Time (AGENT): 73745 ms
Total Talk Time (CUSTOMER): 80368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/d3e29f8d-5f08-4fce-9ee6-10506e1810e7_20250206T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, my name is [PII] and I was calling from the Kidney Care Center of Roxford, and I was calling to see if I could get help verifying a patient's policy.
[AGENT][NEUTRAL] Yeah, absolutely. What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, I have it as 02350207.
[AGENT][POSITIVE] All right. Thank you so much. Let me pull this up here. One moment.
[AGENT][NEUTRAL] And can I get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes, I have her name as um [PII], and then I have her date of birth as [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so it will cover any deductible or anything that's left over from the primary.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, and you said that it was effective as of [PII]?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you so much um and is there a timely filing or anything like that to for the claims that we have on file for her?
[AGENT][NEUTRAL] Yeah, there's no timely filing limit, so they can be done whenever.
[CUSTOMER][NEUTRAL] OK, let me just make sure that we have the correct, um, package because I know our system, um, are you clearing rather clearinghouse that we use did have to, um, claim address but I did use the one that was listed on the copy of her, um, insurance card. Um, would I be able to confirm it the one that we have is correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, absolutely. So the claims mailing address should be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII], and the zip code is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You are welcome. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, no, it was just this one patient, but is there a reference number for the call?
[AGENT][NEUTRAL] Absolutely. That would be my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too as well.
[AGENT][NEUTRAL] Bye