AccountId: 011433970860
ContactId: ffdb22a7-18b2-42b5-a6ee-338da9c60fa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195380 ms
Total Talk Time (AGENT): 73149 ms
Total Talk Time (CUSTOMER): 70294 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/ffdb22a7-18b2-42b5-a6ee-338da9c60fa9_20250213T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I am calling on behalf of Meritt Health Wesley Medical Center.
[CUSTOMER][NEUTRAL] We have to let you know that our calls are recorded for quality purposes. Just need to get eligibility for a member.
[AGENT][POSITIVE] Alright, I'm happy to check on eligibility today. Do we have a policy number?
[CUSTOMER][NEUTRAL] I do. Um, this is what the member has given me. It's 02468559.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and it's [PII].
[AGENT][POSITIVE] All right, thank you so much. Let's see here.
[AGENT][NEUTRAL] Alright, so I am showing that the patient is active. It looks like the effective date on this is [PII].
[AGENT][NEUTRAL] This is the secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] And to make sure that she was effective and looks like we did submit a claim. Um, let me check and see if the information I have here is correct looks like it was sent to [PII].
[AGENT][NEUTRAL] No, that's actually the wrong [PII]. Let me give you the corrected one. I'm sorry about that.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] And that's in [PII]. Sorry, go ahead.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] I was just gonna say I didn't know if the rest of them.
[CUSTOMER][POSITIVE] Address was correct.
[AGENT][NEUTRAL] Yeah, [PII] yep.
[CUSTOMER][POSITIVE] Perfect so we just submitted it to the wrong.
[CUSTOMER][NEUTRAL] Address maybe why you haven't received it because we sent it back in November. OK, um, now what is your timely filing?
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] We don't have a timely filing limit.
[CUSTOMER][POSITIVE] OK, perfect. We will resubmit that since you didn't get it the first time.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Only other thing I need is just a call reference number if you have one.
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect, thank you again [PII]. I do appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.