AccountId: 011433970860
ContactId: 0dfe8177-9257-498a-94f9-d6290950d306
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409609 ms
Total Talk Time (AGENT): 220926 ms
Total Talk Time (CUSTOMER): 99116 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0dfe8177-9257-498a-94f9-d6290950d306_20250430T18:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] Last name initial [PII]. I'm calling from Memorial Hospital in [PII] to check the status on a patient.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII] and it's direct.
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] It's 1484272 ML8.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm sorry, what was the child's name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have the date of birth, but I needed to double check the name with you. OK, so alright, and what is the date of service and total bill amount for him please?
[CUSTOMER][NEUTRAL] It's [PII] and it's in the amount of $12,0034.
[AGENT][NEUTRAL] OK, now on this policy number that you provided for me.
[AGENT][NEUTRAL] This policy is gonna be an old, this is an old policy number. This policy number you provided for me actually termed 121 of 2022.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] So give me just a moment to see if there's another policy, and there is.
[CUSTOMER][NEUTRAL] Is
[AGENT][NEUTRAL] So just one second and I'll provide you all of that information just let me get it pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so the currently active policy for them is going to be 02.
[AGENT][NEUTRAL] 30.
[AGENT][NEUTRAL] 4094.
[AGENT][NEUTRAL] And this policy has a has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me a moment to fully get everything pulled up to see if we've received this claim, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And again you said the data service is 219 of 2025 and the bill amount is 12,034.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Either, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I do not see that we have received a claim for him for data service 219-2025.
[CUSTOMER][NEUTRAL] OK, uh, the address would be [PII], no? Oh, OK, maybe that's why.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, that's an old, that's the old PO box.
[AGENT][NEUTRAL] Yeah, if you did send it there, um, it's been quite some time now and I don't know that they're still forwarding mail. They were forwarding it for a while, but I don't think they are anymore. So the correct address you should have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Great. And do you know when that, the address changed?
[AGENT][NEUTRAL] Several years ago. Mhm mhm. It has, uh, several years ago, yes, sir.
[CUSTOMER][NEUTRAL] It's an old, it's been a while? Oh my [PII]. OK. All right. OK. All right. OK. Uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And that address I just gave you should be on the ID card that they have now. It, that you just have an old card on file for them, it sounds like.
[CUSTOMER][NEUTRAL] Alright, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, [PII], could I get a phone reference number?
[AGENT][NEUTRAL] Um, but
[AGENT][NEUTRAL] Sure, you will actually use my name along with today's date if you need the first initial to my last name it's [PII], and just a couple of additional things for you, [PII], because this is a supplemental policy, we will have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] The benefits.
[AGENT][NEUTRAL] Mhm and then once we have processed our claim we do have a portal that you should be able to check our claim status in.
[CUSTOMER][POSITIVE] Great, yes. OK.
[AGENT][NEUTRAL] And the website, the, oh.
[CUSTOMER][NEGATIVE] Yes, I, that's, that's, that's why, that's why I called you because I tried going into the port and I couldn't find it. I couldn't find the patient because I had the wrong policy number.
[AGENT][NEUTRAL] Uh-huh. Yeah.
[AGENT][NEUTRAL] Right. And if we don't have a claim on file, you wouldn't find it, you know, either, so, OK, well, good. Well, is there anything you're welcome. Can I help you with anything else?
[CUSTOMER][POSITIVE] OK. Thank you, [PII] so much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's it. Thank you so very much. I appreciate it. You've been great help.
[AGENT][NEUTRAL] Wait
[AGENT][POSITIVE] Oh well, it was my pleasure and I enjoyed speaking with you, [PII]. So thank you again for calling APL and if there's nothing else, oh, thank you. I can help you with. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Same likewise.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.