AccountId: 011433970860
ContactId: 23fecc7a-3594-4697-923f-10a680b2f83b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212240 ms
Total Talk Time (AGENT): 94153 ms
Total Talk Time (CUSTOMER): 58029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/23fecc7a-3594-4697-923f-10a680b2f83b_20250522T14:09_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] Hi [PII], my name is [PII] calling on behalf of Holy Cross Medical Group, calling to check status of a claim, please.
[AGENT][NEUTRAL] OK, [PII], so you're needing claim status for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Excuse me, my direct line is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] policy number I have is 1262468ML8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] is the first name, the last name spelling is [PII] I'm sorry, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] If
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] Uh, yes, uh, the date of service is [PII] $608.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and you said that the date of service is [PII], was that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for her for that data service.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And because this
[CUSTOMER][NEUTRAL] Is it possible that I can fax it?
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] And you will also need to include a copy of the primary insurance company's explanation of benefits as well.
[AGENT][NEUTRAL] And our claims fax number is [PII]. Attention claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Apartment.
[AGENT][NEUTRAL] And then once we have processed the claim, [PII], we do have a portal in which you should be able to check claim status and our portal website is located at [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Well, is there anything else I could help you with this morning?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Oh, [PII], is there a reference number for my call?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Thank you. Have a great day now.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.