AccountId: 011433970860
ContactId: dca046f8-4a96-4849-baf6-a6f37ec51cd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275910 ms
Total Talk Time (AGENT): 98966 ms
Total Talk Time (CUSTOMER): 129295 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/dca046f8-4a96-4849-baf6-a6f37ec51cd0_20250502T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and the last name [PII] calling from the provider's office, checking on eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Um, [PII], like uh spelled like [PII] and the last name to my name is [PII]
[AGENT][POSITIVE] OK, thank you [PII] I appreciate that what is your callback number just in case.
[CUSTOMER][NEUTRAL] Oh, by the way.
[CUSTOMER][NEUTRAL] Yeah. That would be [PII].
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, just a minute.
[CUSTOMER][NEUTRAL] That would be Candle anesthesia Associates.
[AGENT][NEUTRAL] Oh OK, thank you so much and then can you please give me the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, the patients. The first name is [PII] and the last name [PII].
[CUSTOMER][NEUTRAL] And the date of birth would be [PII].
[AGENT][NEUTRAL] OK. And then what is Ms. [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Yeah, that would be 02.
[CUSTOMER][NEUTRAL] 496,550. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up and I do see that she does have an active policy, and the effective date of her policy is [PII] and she is updated and current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] She's updated in current? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, thanks for that. As, uh, can you please confirm me, uh, the policy was active as primary or secondary?
[AGENT][NEUTRAL] It's secondary.
[CUSTOMER][NEUTRAL] Secondary, thanks for the information. Could you please verify me the claim's mailing address and the payer ID and the timely filing to be submit the claim?
[AGENT][NEUTRAL] OK, um, the claims, uh, payer ID is 60801.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The APL claims mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] Uh-huh. 248,950.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and that's in [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the zip code is [PII] and we do not have a timely filing limit.
[CUSTOMER][NEUTRAL] Uh, that would be, uh, [PII], OK, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there an extension like [PII]?
[AGENT][NEUTRAL] [PII] yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, got that. So, as you say that there is no time frame, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] We got that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, can you please confirm me, uh, when was the last COB updated for the policy, policy?
[AGENT][NEUTRAL] Uh, we don't, we don't do that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Um, that is fine, no problem. Uh, can you please confirm me the call reference number and your name as well, please, for the conversion?
[AGENT][NEUTRAL] Yes, you can use my name, [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Got that.
[CUSTOMER][POSITIVE] OK, [PII], thanks for the information. I appreciate for that and have a great day.
[AGENT][POSITIVE] You too, [PII]. Have a wonderful weekend. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] I got that information. Have a great day.
[AGENT][POSITIVE] You too thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.