AccountId: 011433970860
ContactId: ef05dc5c-feaf-4d85-833f-1f9c575b127d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232440 ms
Total Talk Time (AGENT): 101418 ms
Total Talk Time (CUSTOMER): 58737 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ef05dc5c-feaf-4d85-833f-1f9c575b127d_20250123T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check the patient's eligibility. Could you help me with that?
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, unfortunately, I do not have the policy number, [PII].
[AGENT][NEUTRAL] Um, do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, yes, uh, the social is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, what was the name of the patient?
[CUSTOMER][NEUTRAL] My patient's name was [PII].
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. I did find his policy and it is active. Effective date was [PII], and I can give you that policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Oh yes, go ahead.
[AGENT][NEUTRAL] OK, that policy number is 0247.
[AGENT][NEUTRAL] 3393.
[CUSTOMER][NEUTRAL] Thank you. And uh is there any group number for this plan?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] Uh, the group number is 23143.
[CUSTOMER][NEUTRAL] Thank you, [PII]. May I have the plan type for the member?
[AGENT][NEUTRAL] Yes, this is a secondary medical policy.
[AGENT][NEUTRAL] So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Thank you. May I have the time limit and the mailing address to send the claim?
[AGENT][NEUTRAL] There is no timely filing limit. Um, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I've also got a fax number and a payer ID if you like [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Oh, sure. Can I have the payer ID?
[AGENT][NEUTRAL] Yeah, pair ID is 60801.
[CUSTOMER][NEUTRAL] Thank you. Uh, is there any reference number for this call?
[AGENT][NEUTRAL] So reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, well, no, thank you. Thank you for your assistance. Have a nice day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.