AccountId: 011433970860
ContactId: f7061fc1-7f7f-4fd7-9cd5-606f21b5c0bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158880 ms
Total Talk Time (AGENT): 84717 ms
Total Talk Time (CUSTOMER): 55306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f7061fc1-7f7f-4fd7-9cd5-606f21b5c0bb_20250106T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to check if we are in network and eligibility if we are in network and benefits.
[AGENT][NEUTRAL] Uh, yeah, I'm happy to verify uh benefits and eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Let's see here, is it the outpatient benefits cer cer uh certification number?
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] 01904346 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] Alright, thank you for that and then if I could just grab your first name and a callback number please?
[CUSTOMER][NEUTRAL] [PII] and direct is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and if I could grab the patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. If you need it, the effective date on this is [PII]. This is a secondary insurance plan, so this covers deductible, co-pay, co-insurance that the primary does not, um, and there's no network required for usage just basically gonna cover what the primary does not.
[CUSTOMER][NEUTRAL] OK, all right, and.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To send uh claims would it be [PII]?
[AGENT][NEUTRAL] It's actually a different address. Let me give it to you, um, so it's going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] We do also have a payer ID and fax if you needed that.
[CUSTOMER][NEUTRAL] OK, fax number please.
[AGENT][NEUTRAL] Fax number is going to be [PII].
[CUSTOMER][POSITIVE] All right. OK. Thank you so much for all your information.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.