AccountId: 011433970860
ContactId: e275682c-ec71-4bbd-a5f2-8c4b5672f42d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235100 ms
Total Talk Time (AGENT): 99472 ms
Total Talk Time (CUSTOMER): 130877 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e275682c-ec71-4bbd-a5f2-8c4b5672f42d_20250107T15:30_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hi, good, good morning, [PII]. How are you today?
[AGENT][POSITIVE] I'm doing great. How about yourself?
[CUSTOMER][POSITIVE] Good, thank you. I have a quick question for you, or hopefully it's a quick one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have a bill, but the person that is in charge of the billing, it wasn't, it was a little confused with this um secondary insurance that I have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, I am also a little confused because I just give them this information and I don't have to do anything. But this car has a lot of numbers.
[CUSTOMER][NEUTRAL] The number that I need to give them is the payer ID plus the group number.
[CUSTOMER][NEUTRAL] Or how does this work?
[AGENT][NEUTRAL] OK, so you're like needing to submit a claim to us and you need to know what numbers you need off the card?
[CUSTOMER][NEUTRAL] Correct, because I gave the office, uh, the doctor's office, I gave my my main insurance, which is United Healthcare, and then the secondary insurance that we use here at work is APL.
[AGENT][NEUTRAL] Mhm, you'll wanna give them the electronic payer ID and then the policy number and they should be able to submit a claim with just that.
[CUSTOMER][NEUTRAL] So I need them to have both.
[CUSTOMER][NEUTRAL] But what is that and where do I find that?
[AGENT][NEUTRAL] OK, um, I guess I would have to help you find your policy to to help you with that policy number just because all of our cards look different, so I can't tell you exactly where it is on your card, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so sorry. It might say member ID or it might say policy certificate or inpatient outpatient number. Like there's a, it looks so different on every card.
[CUSTOMER][NEUTRAL] Yes, so, but I, I.
[CUSTOMER][NEUTRAL] What I have in the card is payer ID on top, then my name, then the coverage individual, then group number, then the plan is meddling select group, and then underneath says in hospital benefit certification number, and then outpatient benefit certification number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then you'll notice that those two numbers are the same except the letters at the end are different and they just need those numbers before the letters.
[CUSTOMER][NEUTRAL] OK, so that would be like my number.
[AGENT][NEUTRAL] And that's your policy number. Mhm.
[CUSTOMER][POSITIVE] Oh OK. Perfect, even if it is not hospital-related.
[AGENT][NEUTRAL] Yep, absolutely that's just your policy number um I'm sorry it's a little confusing but that those digits right there before the ML is exactly what they need.
[CUSTOMER][POSITIVE] Oh, OK, fantastic, and I just give them that and we're good to go.
[AGENT][NEUTRAL] Yep and then um you can give them our electronic payer ID that's 60801 um or you can give them our claims address which might already be on that card or I can give it to you if they need the address or fax.
[CUSTOMER][NEUTRAL] They would that would be the PO box, the PO box 248,950.
[AGENT][NEUTRAL] Mhm, you bet you it is.
[AGENT][NEUTRAL] You betcha.
[CUSTOMER][NEUTRAL] OK, so will you give me the electronic number again in case they ask for it?
[AGENT][NEUTRAL] Yeah, that electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] OK. Oh, so that's the payer ID.
[AGENT][NEUTRAL] Yep, that's how they can submit payments to us online.
[CUSTOMER][POSITIVE] So that's what I have on the top of the card. Oh my God, I'm getting introduced to my own card. Thank you.
[AGENT][NEUTRAL] Yep.
[AGENT][POSITIVE] Yes, no, I'm so glad I'm able to help you.
[CUSTOMER][NEGATIVE] Yeah, I'm not the one that does this ever, because I give this to the office and I don't do anything anymore. But today, I, today she called me and I don't know if I have the right numbers, and I'm like, OK, let me find out because I've never done this before.
[AGENT][NEUTRAL] And usually they just do it all, yeah.
[AGENT][POSITIVE] No worries. I'm so glad I could help.
[CUSTOMER][POSITIVE] But you were very, very helpful. Thank you so much.
[AGENT][POSITIVE] It's my pleasure. If there's anything else you need just give us a call and we'll take care of you.
[CUSTOMER][POSITIVE] Lovely. Thank you. Have a wonderful day.
[AGENT][POSITIVE] You too thank you take care.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][NEUTRAL] Bye-bye.