AccountId: 011433970860
ContactId: 1fe25181-feb1-4bad-8200-242d11235185
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257779 ms
Total Talk Time (AGENT): 119411 ms
Total Talk Time (CUSTOMER): 54151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/1fe25181-feb1-4bad-8200-242d11235185_20250117T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] calling from Washington University, and I'm calling to check the status of a claim, please.
[AGENT][POSITIVE] OK [PII], I can help you with that. Um, can I get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], that is the direct line.
[AGENT][NEUTRAL] OK, and do you have the policy number for um the patient that you're calling about?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I do one moment please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is 018691997.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect. OK, um, what is the data service and build amount that you're calling about?
[CUSTOMER][NEUTRAL] [PII], 24 $760.
[AGENT][NEUTRAL] OK, let me see what I can find.
[AGENT][NEUTRAL] Actually, let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So I did find one for [PII], but it doesn't match that bill amount.
[AGENT][NEUTRAL] You said 760, right?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's right. Um, is there a fax option where we could submit the claim?
[AGENT][NEUTRAL] Yeah, of course. Um, it is going to be fax number 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and you would just put attention claims and I, I do wanna let you know.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number that you have actually lapsed on 3121. They do have an active policy with us. It's just not that policy number anymore, so I can provide you with the updated one.
[CUSTOMER][NEUTRAL] Hold on one moment, 31021?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what's the new policy?
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 006181.
[AGENT][NEUTRAL] And that was effective on [PII] and still active now so.
[CUSTOMER][NEUTRAL] OK, and um while I have you on the phone, what is the correct mailing address?
[AGENT][NEUTRAL] Um, the mailing address is going to be, um, it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] Zip code is [PII] and you could just put APO claims on that um and this is a supplement plan so we'll need the primary payers EOB as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And uh I think that's all the information I need. Thank you so much for your help, [PII]. Is there a call reference number for our call today?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, you would just use my name which is, you know, [PII] last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great weekend.
[AGENT][POSITIVE] Yes ma'am you as well and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.