AccountId: 011433970860
ContactId: 0815950d-aacb-4bdd-ac23-b9a504a5030c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304160 ms
Total Talk Time (AGENT): 138183 ms
Total Talk Time (CUSTOMER): 70248 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0815950d-aacb-4bdd-ac23-b9a504a5030c_20250219T13:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling for the Pro Water's office. Clinic Hospital checking on claim. The issued to my last name is [PII].
[AGENT][NEUTRAL] OK, and I'm so sorry. What was your first name again, [PII]?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] Oh, [PII], I'm so sorry.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]. Extension will be [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you, [PII] and you said you have claim status to check, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yeah, I do not have clarification I could say.
[AGENT][NEUTRAL] OK, is this for one patient, [PII], that you're needing a denial clarification?
[CUSTOMER][NEUTRAL] Mhm. Yeah, momentarily, yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, I can help you and [PII], any information that I provide today will be a verification of benefits and not a guarantee of payment. What is your patient's policy number?
[CUSTOMER][NEUTRAL] All right. Policy number is D as in Delta 433.
[CUSTOMER][NEUTRAL] 01359.
[AGENT][NEUTRAL] OK, now, thank you, [PII], but that is not the APL policy number. That would be a policy number for 90 degree benefits. Does this number also have a policy with APL?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me check one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me check if there's any other members that you can get.
[AGENT][NEUTRAL] OK. Do you happen to have this full social security number for the subscriber?
[CUSTOMER][NEUTRAL] Let me see if there's any.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment, [PII], for me to see if I can locate some information.
[AGENT][NEUTRAL] OK, and [PII], uh, again, any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII], [PII].
[AGENT][NEUTRAL] OK, and then [PII], uh, what is your date of service and total bill amount for this number?
[CUSTOMER][NEUTRAL] [PII] $680 even.
[AGENT][NEUTRAL] And you said the year is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] And you said $680 is the billed amount?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 680.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment please, [PII]. And let me look at something.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Uh, 2024.
[CUSTOMER][NEUTRAL] 07010702.
[AGENT][NEUTRAL] OK, so [PII], this number, um, first off, give me just one moment. There is no claim on file with APL for this data service and bill amount. Now the number you indicated to me was a 90 degree or IMA benefit number.
[AGENT][NEUTRAL] Did you call [PII] to reach me or [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the first one you provided.
[AGENT][NEUTRAL] OK, OK, so [PII], that is not, that is not a claim number for our company.
[CUSTOMER][NEUTRAL] How the use of 8324296.
[AGENT][NEUTRAL] And we do not have a claim on file for this member for this data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, acknowledged. But anyway, thank you so much for your.
[CUSTOMER][POSITIVE] Clarification. Thank you.
[AGENT][POSITIVE] Yes, ma'am. I mean, yes, sir. I'm sorry. You're welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Oh, there's nothing else over and out.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. You're welcome.