AccountId: 011433970860
ContactId: fcdef8b5-1100-4b0c-b639-48575ac92b0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278220 ms
Total Talk Time (AGENT): 89359 ms
Total Talk Time (CUSTOMER): 119870 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/fcdef8b5-1100-4b0c-b639-48575ac92b0e_20250411T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can hear you. This is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII]. First initial is [PII].
[AGENT][NEUTRAL] OK, [PII]. And how may I help you today?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] All right. So I have a claim with me. The primary career, I think is
[CUSTOMER][NEUTRAL] Uh, Cigna and
[CUSTOMER][NEUTRAL] The, the claim was billed to them for the date of service is [PII].
[CUSTOMER][NEUTRAL] For the bill amount, it's $4,029 even. They paid $307.70. And this member has a secondary payer as
[CUSTOMER][NEUTRAL] American Public Life Insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm not able to check the eligibility for this member because I can see the claim was not billed after Cigna paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I tried to check the eligibility even though I didn't like you don't find any option to check it that is the reason I called you.
[AGENT][NEUTRAL] OK, OK, [PII]. I can help you with the eligibility of the patient. Can um I first get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes. It's going to be a direct line. The number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And then what is her policy number?
[CUSTOMER][NEUTRAL] 02271385. M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK. I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And the policy is still active and current.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for the information.
[AGENT][POSITIVE] You're very welcome. Is there anything else, [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, can you let me know? Yes, yes, sir. Yes.
[CUSTOMER][NEUTRAL] I need the payer ID.
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] At the claim's meeting with.
[AGENT][NEUTRAL] Is PO Box 248,950.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Family calling.
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] And you're secondary for the member, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And can you help me with your first name and a call reference number and then we are done.
[AGENT][NEUTRAL] OK, yes sir. My name is [PII]. It's [PII]
[AGENT][NEUTRAL] You can use my name and today's date for your reference number.
[CUSTOMER][POSITIVE] Thank you so much for the information. You have a good day and stay safe. Bye-bye.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL. I'm glad that I was able to help you. You have a wonderful weekend. Bye bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Same to you bye bye.