AccountId: 011433970860
ContactId: 1f3eabb4-a177-4433-8cb0-4a20b541f1dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287630 ms
Total Talk Time (AGENT): 122245 ms
Total Talk Time (CUSTOMER): 79777 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/1f3eabb4-a177-4433-8cb0-4a20b541f1dd_20250102T19:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] calling on behalf of provider's office to check for a claim status.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim status, [PII]. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] And the member ID is 02486201.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The member name was [PII] and the date of birth is. One moment, please.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Yeah, sure. And the date of service is [PII] and the total charge amount is $337.60.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yeah, sure. And the facility name was UC Health Pikes Peak Region.
[AGENT][NEUTRAL] Thank you for that. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I locate that claim for you.
[AGENT][NEUTRAL] Is there any other total bill that it can be, um, we received two claims that day, one of the claims does have your provider, but it's a different total bill.
[AGENT][NEUTRAL] What's your tax ID?
[CUSTOMER][NEUTRAL] And the tax identification number is [PII].
[AGENT][NEUTRAL] OK, so then no, we have not received the claim um from you all from that data service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But there's no timely filing, so you can file the claim at any time. Um, it looks like, let me see.
[CUSTOMER][NEUTRAL] Bye bye
[AGENT][NEUTRAL] The this particular policy number um ending in 6201 is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Number
[AGENT][NEUTRAL] But that would
[CUSTOMER][NEUTRAL] May I know the patients affected with the termination date?
[AGENT][NEUTRAL] Yes, that's what I just gave. Um again, so it was effective on [PII].
[AGENT][NEUTRAL] And it turned on [PII], but you would still file under that uh policy number because that's the one that was active on the data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know the mailing address?
[AGENT][NEUTRAL] Sure, so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK. And there is no timely selling limit, right?
[AGENT][NEUTRAL] That's correct. Um, as long as the policy is act.
[CUSTOMER][NEUTRAL] Is there any
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry. Uh, is there any attention to some of the claim?
[AGENT][NEUTRAL] Um, you can put attention APL claims department.
[CUSTOMER][NEUTRAL] OK. Do you haven't paid already?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. So, may I know the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, you can use my name, which is [PII], and then today's date.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. Bye-bye.