AccountId: 011433970860
ContactId: e5356a04-0d73-4176-82d5-9c70a6b10615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253970 ms
Total Talk Time (AGENT): 103695 ms
Total Talk Time (CUSTOMER): 80648 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e5356a04-0d73-4176-82d5-9c70a6b10615_20250325T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] checking on eligibility for the patient.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] What's the name of the facility you're calling from, from my location?
[CUSTOMER][NEUTRAL] Well, before that, I actually, I missed out your name. What was your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] So, all right.
[CUSTOMER][NEUTRAL] All right. What was your question? Do you ask about the NPI?
[AGENT][NEUTRAL] No, the name of the facility you're calling from.
[CUSTOMER][NEUTRAL] It's Kendall Anesthesia Associates.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the patient policy number is
[CUSTOMER][NEUTRAL] That's gonna be 02317825 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The date of birth is [PII]. And the first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK. And you say you need eligibility. We have an effective date of [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] [PII] and terminated on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. Give me one moment, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, what is the payer ID?
[AGENT][NEUTRAL] OK, the claims needs to be either fax or mail, OK?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I can give you the payer ID for your records, but it has to be fax or mail. The payer ID is 60801.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 608-081.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What is the mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is
[CUSTOMER][NEUTRAL] Could you please spell it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII] is the state.
[CUSTOMER][NEUTRAL] What is the zip
[CUSTOMER][NEUTRAL] What is the ZIP code?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] And what is the timely filing limit?
[AGENT][NEUTRAL] We don't have time finding limits.
[CUSTOMER][NEUTRAL] All right. What is the call reference number? So?
[AGENT][NEUTRAL] We don't, we don't have reference numbers. You can use my name in today's date if you would like, Mr. [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, nothing else. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day. Bye-bye, Mr. [PII].