AccountId: 011433970860
ContactId: 2129748c-3037-4e2d-98ba-3ac65e251bf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612729 ms
Total Talk Time (AGENT): 137625 ms
Total Talk Time (CUSTOMER): 254950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2129748c-3037-4e2d-98ba-3ac65e251bf7_20250311T14:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from AA Healthcare on a recorded line to check on the claim status. Could you please help me with that?
[AGENT][POSITIVE] Yes, I can help you with that. What was your name?
[CUSTOMER][NEUTRAL] Yeah, my first name, [PII].
[AGENT][NEUTRAL] I can barely hear you. Can you tell me one more time, please?
[CUSTOMER][NEUTRAL] Yeah, my first name, [PII].
[AGENT][NEUTRAL] OK, that was [PII]. What was the next letter?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII], OK. And how did you pronounce it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sorry. My last initial [PII].
[AGENT][NEUTRAL] How did you pronounce it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Get, get a.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have the policy number.
[CUSTOMER][NEUTRAL] 018
[CUSTOMER][NEUTRAL] 67004, M for Mike, L for Lima, number 8.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Patient's first name, [PII], and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were just needing claim status?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they just claim status.
[AGENT][NEUTRAL] OK, I can help you with that. What data service?
[CUSTOMER][NEUTRAL] Yeah, and the date of service, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah. And the bill amount is $888.
[AGENT][NEUTRAL] And what is one of the procedure codes on that bill?
[CUSTOMER][NEUTRAL] Yeah, we have the procedure code 87032.
[AGENT][NEUTRAL] 87032.
[CUSTOMER][NEUTRAL] Uh, 8703887032 and 938703587034. That's it.
[AGENT][NEUTRAL] OK, I'm not showing we have that claim, no claim on file.
[CUSTOMER][NEUTRAL] Can we resolve this claim?
[AGENT][NEGATIVE] I didn't understand the question.
[CUSTOMER][NEUTRAL] You said uh about checking there is no claim on file, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Can we resubmit this claim through electronically for confirmation purpose? May I know the ECS pay ID and address?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yeah, and the address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] City
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, may I know the date?
[AGENT][NEUTRAL] May you know what now?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Could you repeat once again? It's [PII], [PII].
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] City
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], is is the ZIP code?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And may I have the state?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh yeah, you said and the ZIP code is [PII], right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Uh, I have one more thing. Could you please provide me the information on the next number?
[AGENT][NEUTRAL] Is it on the same policy?
[CUSTOMER][NEUTRAL] Yeah, the same policy.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] And what date of service?
[CUSTOMER][NEUTRAL] Yeah. It's a different number. Yeah, and date of service uh [PII].
[CUSTOMER][NEUTRAL] And member's first name?
[CUSTOMER][NEUTRAL] Member's first name [PII] and last name [PII]. And date of birth, [PII].
[AGENT][NEUTRAL] Hold on, hold on. Is it on the same policy that you was just talking about? That's what I asked.
[CUSTOMER][NEUTRAL] Yeah, the same fare.
[AGENT][NEUTRAL] The same policy?
[CUSTOMER][NEUTRAL] The policy number different, uh.
[CUSTOMER][NEUTRAL] But same facility and same tax ID.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] OK fine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, what's the policy number for the next one?
[CUSTOMER][NEUTRAL] 000 C for Charlie 10,057,900.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[AGENT][NEUTRAL] We have their social.
[CUSTOMER][NEUTRAL] But it.
[CUSTOMER][NEUTRAL] Uh, no, upon checking, we find only this, with the policy.
[CUSTOMER][NEUTRAL] Just now what do I have to.
[AGENT][NEUTRAL] You know whose name the policy is in?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Whose name is the policy in?
[CUSTOMER][NEUTRAL] No, the policy ends with 00.
[AGENT][NEUTRAL] That's not one of our policy numbers, the one that you gave me. I'm asking you whose name is the policy in?
[CUSTOMER][NEUTRAL] American black.
[AGENT][NEUTRAL] Who's the patient?
[CUSTOMER][NEUTRAL] The patient's first name, [PII] and last name [PII].
[AGENT][NEUTRAL] OK, spell the first name.
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] I'm not showing that name in our system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I have the call for this call.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Can you spell your name.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah. And your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Well, thank you. Thanks for the information. Have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.