AccountId: 011433970860
ContactId: 1c44a697-4ced-401f-8a90-9520dce96e41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299309 ms
Total Talk Time (AGENT): 127788 ms
Total Talk Time (CUSTOMER): 96769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/1c44a697-4ced-401f-8a90-9520dce96e41_20250226T17:43_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]. I'm calling from AU Medical Center regarding a claim.
[AGENT][NEUTRAL] OK, [PII], you're needing to check claim status for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Direct line is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] I have 02381365.
[AGENT][POSITIVE] OK, [PII]. Thank you. Give me a couple of moments please to get the member's information all pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and any information path that I do 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] I have [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the data services and total bill amount for him, please.
[CUSTOMER][NEUTRAL] [PII] $28,263.75.
[AGENT][NEUTRAL] OK, will you please repeat the amount one more time, 28,000?
[CUSTOMER][NEUTRAL] $263.75.
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Uh, I, I'm, I'm sorry, that, that amount is wrong. It's $24,219.75.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so 24219.75?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so give me just.
[AGENT][NEUTRAL] And you said you're calling from a Medical Center, was that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so I do not have a claim on file for him for that bill amount for those dates of service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Data service or build amount. Uh, what is your electronic payer ID? because I'm showing this claim was mailed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment for this member's policy is going to be the payer ID will be 64556.
[AGENT][NEUTRAL] And what address did you show that was mailed to, [PII]?
[CUSTOMER][NEUTRAL] I have [PII]. Is it [PII]?
[AGENT][POSITIVE] That is correct, yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Let me repeat that electronic payer ID. I have 65446.
[AGENT][NEUTRAL] No, 64556.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 645-56. OK. And what's timely filing on this?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] Oh, now that's great and if you could give me a call reference number please.
[AGENT][NEUTRAL] Yes ma'am, you're actually gonna use my name along with today's date, [PII], and then one additional piece of information once the claim has been received and processed, APL does have a portal that you should be able to check claim status in and have access to our EOB and our portal website for that is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Do I have to register for uh access to it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You do. It's a self reg yes it's a self registering portal.
[CUSTOMER][NEUTRAL] secured [PII].
[AGENT][POSITIVE] Well, there's a [PII] after the word secured. So it's secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. Thanks again for your assistance.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Not at this time.
[AGENT][POSITIVE] OK, well then, thank you for calling APO and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Mhm thank you.