AccountId: 011433970860
ContactId: 2374c493-94b2-4dee-b17c-adbab7652979
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223399 ms
Total Talk Time (AGENT): 77084 ms
Total Talk Time (CUSTOMER): 86674 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2374c493-94b2-4dee-b17c-adbab7652979_20250220T21:11_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] Yes, I'm calling to check claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim status, and are you the insured or you calling with the provider?
[CUSTOMER][NEUTRAL] Provider
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last name initial is [PII] and my telephone number is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yes, that is.
[CUSTOMER][NEUTRAL] D as in Dave 437301-97
[AGENT][NEUTRAL] Thank you for that. And do you happen to have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] And let me check.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, on the card, do you see anywhere that says in hospitals or outpatient policy certification number?
[CUSTOMER][NEUTRAL] And do you need the policy?
[CUSTOMER][NEUTRAL] The policy number that starts the 0 maybe?
[AGENT][NEUTRAL] Yes, it should start with a 01 or 02.
[CUSTOMER][NEUTRAL] OK, um 02466876.
[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] Yes, it's um [PII] [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 and the total bill for the claim?
[CUSTOMER][NEUTRAL] Yes, the data service is 10-19, 24, and the bill amount is $238.02.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, so I'm not showing a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, and I think I called previously and there was nothing at that time either so.
[CUSTOMER][NEGATIVE] We're showing it was printed to be mailed on [PII], which has been a little over 30 days.
[AGENT][NEUTRAL] So, um, what mailing address was it mailed to?
[CUSTOMER][NEUTRAL] And we have it listed as [PII].
[AGENT][NEUTRAL] Yes, that's correct. Um there's a payer ID as well if you need it.
[CUSTOMER][NEUTRAL] Um, I don't think we're set up to go electronically in our system, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure what the requirements would be to add it. Um, I'll allow an additional week or two and then call back and and try claim status again at that time.
[AGENT][NEUTRAL] OK, well, I'll go ahead and note the policy for you. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, just a call reference number.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name um again that's [PII], first initial to my last name is [PII] in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all I needed thank you.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.