AccountId: 011433970860
ContactId: 02beaae1-e1df-4a5c-abf6-e20fdf7e4a91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 832460 ms
Total Talk Time (AGENT): 276966 ms
Total Talk Time (CUSTOMER): 297409 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/02beaae1-e1df-4a5c-abf6-e20fdf7e4a91_20250221T13:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Apria Healthcare on a recorded line. Could you please help me with the claim status?
[AGENT][NEUTRAL] I'm sorry, can you spell your name for me? I did not understand you.
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. It's [PII].
[AGENT][NEUTRAL] OK. [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Sure. My callback number would be [PII].
[AGENT][NEUTRAL] OK, did you say [PII]?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] OK, and again, your first name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] It's, it's [PII]
[AGENT][NEUTRAL] I'm sorry. Can you spell it?
[CUSTOMER][NEUTRAL] As [PII].
[CUSTOMER][POSITIVE] OK, I'll spell it for you.
[AGENT][NEUTRAL] I'm sorry, spell it one more time.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And [PII], you're needing one claim check? You need status on one claim, is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I need the status of 3 claims.
[AGENT][NEUTRAL] Are they for 3 different patients or 1 patient?
[CUSTOMER][NEUTRAL] Uh, I have 2 different patients.
[AGENT][NEUTRAL] OK, what is your first? OK, so first off, [PII], you would use my name along with today's date as your call reference number for each one.
[AGENT][NEUTRAL] Also, any information that I provide for you on the claims that I check will be a verification of benefits and not a guarantee of payment. And lastly, if we do have the claims on file and you need a copy of any of the explanation of benefits, you may print them directly from our portal by going to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for the confirmation. Could you please spell your name for me?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Could you please, should I proceed with the member ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02422301.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And you look at how many claims do you have for this number?
[CUSTOMER][NEUTRAL] I have only one claim for this number.
[AGENT][NEUTRAL] And any, OK, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] First name is [PII] and last name is [PII]. And the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount for her please.
[CUSTOMER][NEUTRAL] OK. The date of service for the claim would be [PII] with the billed amount of $5122.20.
[AGENT][NEUTRAL] 512.20
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] I'm sorry, is that correct?
[CUSTOMER][POSITIVE] Yeah, it's correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And again, the data services for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Bear with me, I'm still looking at a couple of things, please.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for this number for this data service with a billed amount in the amount that you have provided for me $512.20 no claim on file.
[CUSTOMER][NEUTRAL] Can we resubmit the claim?
[AGENT][NEUTRAL] You can along with the primary insurance you must also send us a copy of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Uh, could you please verify me the? OK. Uh, what is the mode of sending?
[AGENT][NEGATIVE] Pardon me.
[CUSTOMER][NEUTRAL] What is the mode of sending a resubmitting?
[AGENT][NEUTRAL] It may be mailed or faxed or electronically.
[CUSTOMER][NEUTRAL] Could you please let me know the fax number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the confirmation. You're required for primary you before this to send from us, right?
[AGENT][NEUTRAL] Yes, you must send the primary EOB along with the claim.
[CUSTOMER][NEUTRAL] With the claim form.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the confirmation. And could you please proceed with the next number I have?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And you said that your next number is gonna have 2 dates of service, is that correct?
[CUSTOMER][NEGATIVE] Sorry, I didn't get you.
[AGENT][NEUTRAL] Does this member have 2 dates of service on your next policy? OK. And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. The policy number for this person would be
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 13055.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], and the last name will be G as in Golf, O as in Oscar, N as in Nancy, Z as in Zu[PII]. And the date of birth for the person will be [PII].
[AGENT][NEUTRAL] Thank you and the first date of service and total bill amount for him please?
[CUSTOMER][NEUTRAL] OK. The first date of service would be [PII] with the billed amount of $874.72.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, so first off, you have an incorrect policy number for this number. I need to give you the correct policy number for this data service.
[CUSTOMER][NEUTRAL] OK. Could you please proceed with the correct policy number?
[AGENT][NEUTRAL] 02467682 with an effective date of [PII].
[CUSTOMER][NEUTRAL] Could you please
[CUSTOMER][NEUTRAL] Could you please repeat the policy number once again?
[AGENT][NEUTRAL] 0246.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 7682.
[AGENT][NEUTRAL] And this policy has an effective date of [PII].
[AGENT][NEUTRAL] So give me a moment to see if we received and processed the claim under the correct policy number, just one moment.
[AGENT][NEUTRAL] And give me the date of service and total bill amount again.
[CUSTOMER][NEUTRAL] The date of service for the member would be [PII] with the billed amount of $874.72.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, no claim on file for this member for this data service.
[CUSTOMER][NEUTRAL] The member is active with you from [PII] to till date is active.
[AGENT][NEUTRAL] That is correct. The policy was, this policy is the one that was active for your data service, and this one we will also need for you to send the primary insurance company's explanation of benefits along with with the claim.
[CUSTOMER][NEUTRAL] You need only primary or with claim form, right?
[AGENT][NEUTRAL] Primary insurance EOB with claim form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much for the confirmation. Could you please proceed with the next date of service I have?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Next date of service would be [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, total bill amount.
[CUSTOMER][NEUTRAL] For the, for the, for the same fax number should we send this claim?
[AGENT][NEUTRAL] That is correct. Attention claims.
[CUSTOMER][NEUTRAL] OK. Thank you. Thank you so much. And the bill amount for the claim would be $874.72.
[AGENT][NEUTRAL] 874.72, is that correct?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And there is no claim on file for this data service either.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the confirmation. Uh, we need to send you the primary OB with claim form, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] For the uh for the confirmation, could you please check the fax number? It's [PII].
[AGENT][NEUTRAL] Yes, go ahead, mhm.
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][POSITIVE] OK, thank you then.
[AGENT][NEUTRAL] And you will need to use that new policy number, [PII] that I provided for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. And is there anything else, [PII] that I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, thank you. Could you please spell once again your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Correct. [PII]. The first, yup.
[CUSTOMER][POSITIVE] Thank, thank you, thank you. Thank you so much, [PII], and have a good day. Bye for now.
[AGENT][POSITIVE] You're welcome and thank you again for calling APL. I hope you have a nice day also.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.