AccountId: 011433970860
ContactId: 096fa714-253f-451b-8671-98199abbb3c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195210 ms
Total Talk Time (AGENT): 78878 ms
Total Talk Time (CUSTOMER): 64932 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/096fa714-253f-451b-8671-98199abbb3c8_20250415T16:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from Orta, Florida LLC, calling to check on patients' eligibility.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, it's gonna be 01611644. M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It was for an office visit.
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Data service is [PII]. total bill is $2,081.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for [PII]. Um, how was it submitted?
[CUSTOMER][NEUTRAL] OK, yeah, it's not, I don't think it was submitted, so this will be the patient's second day, right, cause they have UnitedHealthcare. It's primary.
[AGENT][NEUTRAL] Right. And when you, yeah, and when you file the claim, be sure to send the EOB in um from United Healthcare along with the claim.
[CUSTOMER][NEUTRAL] OK, is there any way we can fax it over or it has to be mailed out?
[AGENT][NEUTRAL] Um, yes, you can fax it. Um, our fax number is.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK, so [PII] attention claims department.
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] OK, sounds good. Can I have a reference number please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um spelled [PII] Last initial [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, not at this time. Thank you for your time.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you.