AccountId: 011433970860
ContactId: 16edea5e-948a-4d04-bcdd-1f6817cbc359
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307209 ms
Total Talk Time (AGENT): 143714 ms
Total Talk Time (CUSTOMER): 91659 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/16edea5e-948a-4d04-bcdd-1f6817cbc359_20250129T17:46_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] Hi [PII], my name is [PII]. Last initial is [PII]. I'm calling to check claim status for a patient.
[AGENT][NEUTRAL] OK [PII], you're needing claim status for one member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 01851504
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information, [PII] that I provide for you will 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] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], I know I'm not pronouncing that correctly.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, but
[CUSTOMER][NEUTRAL] But, uh, the date of birth is [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, did you ask me for.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] my head is a little stopped up so I'm a little fuzzy.
[AGENT][NEUTRAL] No, that's, you gave me the information I needed.
[AGENT][POSITIVE] Uh, bless your heart. I know. I'm sorry. That's rough right now, this time of year.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] And I'm located in [PII], so we just came off of having all that extremely cold weather in single, I mean, real close to single digits and now we're back up to gonna be like in the [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The rest of the week.
[CUSTOMER][NEUTRAL] I, I know. I'm in [PII], so when I saw that the attempts were gonna think it reached 60 by 12.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] We'll be, we'll be, we'll be freezing next week.
[AGENT][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, OK, [PII]. So what is the data service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Uh, data service is [PII], and the bill amount is $264.66.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you did say 7:17 of 2024. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And 26466.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do not have a claim on file for him for that data service and that total bill amount.
[CUSTOMER][NEUTRAL] OK, OK. Could you tell me if the policy is still active?
[AGENT][NEUTRAL] Yes, ma'am, it is. Uh-huh. The supplemental policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, thank you [PII]. Is there a call reference number available?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, you would use my name along with today's date and a couple of additional things for you, [PII], because this is a supplemental policy. When you submit the claim to APO, we will also have to have a copy of this primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] And once we process our claim we do have a portal in which you should be able to check claim status and our portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] [PII]. Mhm. So again, that's secured. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] You are certainly very welcome. So if that's all that I could help you with today, thank you again for calling APL Tamer, and I hope you have a nice afternoon and I hope you feel better too.
[CUSTOMER][POSITIVE] Oh well, thank you. You have a good day as well. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you. Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.