AccountId: 011433970860
ContactId: e999ad98-9d73-4966-a598-c04bb3893efb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204500 ms
Total Talk Time (AGENT): 90778 ms
Total Talk Time (CUSTOMER): 64234 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e999ad98-9d73-4966-a598-c04bb3893efb_20250428T14:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling to verify coverage for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you repeat your name that cause I didn't catch it.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you. Can I have the callback number for you and that policy number, and I'll be able to assist you with benefit verification.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Policy number is going to be 02352420.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and that is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility then is for what place of service.
[CUSTOMER][NEUTRAL] It's gonna be for diagnostic.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] She has outpatient benefits of $500 per calendar day and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] You said um the policy has been active since [PII] and it's currently active now and the patient is allowed $500 per benefit um per calendar day.
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alright, and do you mind spelling your first name for me please?
[AGENT][NEUTRAL] [PII], and today's date is a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK, and one more question, where do I mail the claim to? Do you, um, is it, does it need to go out paper claim?
[AGENT][NEUTRAL] It'll be addressed to American Public Life. You can do a paper claim or you can submit it electronically. We have a payer ID. I can give you both the pay ID and the mailing address or fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, let me get all three of them please.
[AGENT][NEUTRAL] So the mailing address would be addressed to APL claims department.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. That's [PII], [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The fax number is 1877365942318773659423. Attention claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And electronic payer ID is 60801.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK, I'm just gonna repeat everything. The payer ID is 60801. The fax ID is gonna be the fax number is gonna be [PII]. Attention claims department. The mailing address is going to be [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day bye.
[CUSTOMER][NEUTRAL] See you as well. Bye bye.