AccountId: 011433970860
ContactId: eb5b9439-d266-45a3-a5a6-bf5561c7f33d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174169 ms
Total Talk Time (AGENT): 87960 ms
Total Talk Time (CUSTOMER): 71967 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/eb5b9439-d266-45a3-a5a6-bf5561c7f33d_20250114T23:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just wondering, um, this is [PII] calling from LV Family Medicine. I just wanted to get the electronic claim submission address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you guys have that
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, sure. Um, yes. Let me go ahead and get a policy number, Miss [PII], because it really depends on the type of product. We have many products. Um, and may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02565109.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh last name is [PII], first name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. All right, Ms. [PII], so this particular product is one of our secondary supplemental plan to the major medical. Um, with this one, we need the EOB from the primary insurance attached to it. So unless you can send it electronically, then, um, yes, we do have a payer ID that you can use.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, OK, but you guys, so do you guys only go by payer IDs, or do you not have like an electronic submission address, um, for me or?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, electronic address, no, it's just gonna be a payer ID.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Shoot.
[AGENT][NEUTRAL] Unless you're trying to submit claims online, is that what you're trying to do?
[CUSTOMER][NEUTRAL] Yeah, well, I, well, I go ahead.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, if it's online, yeah, you can uh register uh the provider and you can submit claims online if that's what you're trying to do um we do have a website.
[CUSTOMER][NEUTRAL] Well, I have, uh, we do our own, um, software that we do it through, and that's why I was asking because it usually asks for an address, um, but if it's only you guys only go by your payer ID and, and know, um, specific address, what if I were to mail in the claims, what address would that be?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. The address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, alrighty, um, that's all I needed.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, thank you for calling APO. Have a good afternoon, Miss [PII].
[CUSTOMER][POSITIVE] You too thank you take care bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.