AccountId: 011433970860
ContactId: e660a993-4cdb-4955-a4cd-f2f95fcc56fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165270 ms
Total Talk Time (AGENT): 74522 ms
Total Talk Time (CUSTOMER): 54447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e660a993-4cdb-4955-a4cd-f2f95fcc56fb_20250513T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm with Premier Rheumatology and I'm just calling to uh verify an insurance.
[AGENT][NEUTRAL] OK, I can check that eligibility for you, uh, and can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 026 09877.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said helps with co-pay, deductible and co-insurance?
[AGENT][NEUTRAL] Yes, after their primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and let me see here.
[CUSTOMER][NEUTRAL] And the claims we would submit to the [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I've also got a fax number and a payer ID if you'd like that information.
[CUSTOMER][NEUTRAL] Um, I have on the card the parody showing 60801. What's the fax number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and um can you tell me if our providers are in network with this plan?
[AGENT][NEUTRAL] So as this policy is just simply dependent on uh whoever they have as primary as long as their primary is willing to pay this policy can um so this one doesn't have its own network it just follows the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And do you have to look at the call?
[AGENT][NEUTRAL] I'm so sorry you kinda cut out there. What was that?
[CUSTOMER][NEUTRAL] Do you have a reference number for this call?
[AGENT][NEUTRAL] Oh, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.