AccountId: 011433970860
ContactId: 22fdd56d-bf7b-4421-abb6-fe65fae8015c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348140 ms
Total Talk Time (AGENT): 129024 ms
Total Talk Time (CUSTOMER): 120935 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/22fdd56d-bf7b-4421-abb6-fe65fae8015c_20250218T13:43_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] Hey, good morning [PII]. This is [PII], uh, calling from the provider's office. Can I see if you folks got a claim we sent over?
[AGENT][NEUTRAL] OK [PII], you're wanting to see if a claim was received by APL, is that correct? Yes, yes ma'am, I can help you with that. And [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] Please, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the members.
[CUSTOMER][NEUTRAL] And that's a direct line sorry.
[AGENT][NEUTRAL] OK, thank you. No, that's OK, thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Let's see what we got.
[CUSTOMER][NEUTRAL] 018027667
[AGENT][NEUTRAL] OK, thank you. One moment please, [PII].
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service place and total bill amount for her?
[CUSTOMER][NEUTRAL] Uh, this would be for, uh, 9:30 of 24.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] For $510.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, you said it was for 9:30 2024, is that correct?
[CUSTOMER][POSITIVE] Yes please mhm.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for her for that data service.
[CUSTOMER][NEUTRAL] Alright let's see.
[CUSTOMER][NEUTRAL] I think the other one I faxed over, um, OK, may I check another data service please.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Of 24
[CUSTOMER][NEUTRAL] For $968.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're Welcome.
[AGENT][NEUTRAL] Give me a moment to look at a couple of things on this data service.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And again, what was the billed amount?
[CUSTOMER][NEUTRAL] $968.
[CUSTOMER][NEUTRAL] And I think this one, let's see, I faxed it over no.
[AGENT][NEUTRAL] I'm not.
[AGENT][NEUTRAL] Not for that so I have some claims for her, but it's not for the data service that you're providing for me and I'm sorry, it's not for the billed amount. I have data service but not for the bill amount correct.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So the uh here.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Alright, my other 924s are paid here 24.
[CUSTOMER][NEUTRAL] That's big. That's that's paid. That's.
[CUSTOMER][POSITIVE] Oh goodness, sorry about that wow.
[CUSTOMER][NEUTRAL] Uh, 924924 both for 968. No, OK, so I did fax.
[CUSTOMER][NEUTRAL] So obviously there's no claim on file um.
[CUSTOMER][NEUTRAL] Let me verify the fax number if I can.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And when you resubmit the claims, [PII], make sure to include the primary insurance company's explanation of benefits also because we do have to have that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And then once we have received the claim and it's been processed by APO [PII], we do have a portal that you should be able to check claim status in and our portal website is secured.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Very good and may I trouble you for a reference number for our call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] All right sounds good appreciate your time thank you very much.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. And is there anything else, [PII], I can help you with at the moment?
[CUSTOMER][NEUTRAL] Not right now thank you though.
[AGENT][POSITIVE] OK, well, you're very welcome and again, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too [PII] take care bye bye.
[AGENT][POSITIVE] Hi, thanks. You too. Bye-bye.