AccountId: 011433970860
ContactId: ea63bab7-34ce-4da5-9733-f5d5c6bdbf33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260890 ms
Total Talk Time (AGENT): 106258 ms
Total Talk Time (CUSTOMER): 84502 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ea63bab7-34ce-4da5-9733-f5d5c6bdbf33_20250203T23:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I would like to check if um I would like to check on if a patient is active for the insurance.
[AGENT][NEUTRAL] OK, I can get get eligibility on a patient for you. Can I get your name please and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 00750472.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] Hm, OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And for the claims, can you please check if we need to submit it electronically or through papers?
[AGENT][NEUTRAL] You can um do it either way let me give you both ways um our payer ID number.
[AGENT][NEUTRAL] Is 60801.
[AGENT][NEUTRAL] And then for paper claims that's APL claims.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's PO Box.
[AGENT][NEUTRAL] 248,950 and that's in [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, can you please repeat the zip code?
[AGENT][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] 24 and the payer ID for electronic claim is uh 60801.
[AGENT][POSITIVE] Yes, that's correct we also have.
[AGENT][NEUTRAL] Fax number if you would like it for claims.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes, ma'am. That's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 [PII].
[AGENT][NEUTRAL] And Miss [PII], can I get the name of the provider's office that you're calling from?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm calling from Gardana Paal. Do you need the NPI?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Thank you. uh, would there be anything else? or do you have any questions?
[AGENT][NEUTRAL] And that's
[AGENT][POSITIVE] No ma'am, that's all. I appreciate you giving me the can you spell the first name? It's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell the name of the facility, the provider's office.
[CUSTOMER][NEUTRAL] Uh sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][POSITIVE] OK, thank you. I had it spelled wrong. I'm glad I asked you.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] No worries uh thank you so much for.
[AGENT][NEUTRAL] OK, do you have any more questions for me?
[CUSTOMER][POSITIVE] That will be all for today. Thank you for taking my call have a wonderful shift. bye bye.
[AGENT][POSITIVE] Thank you Mr. You have a good night. Thanks for calling APL.