AccountId: 011433970860
ContactId: 24a13b21-ae9a-4af4-85a0-c3eebda01bd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317519 ms
Total Talk Time (AGENT): 125915 ms
Total Talk Time (CUSTOMER): 132089 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/24a13b21-ae9a-4af4-85a0-c3eebda01bd4_20250109T16:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII] who's calling to get claim status. Can you hear me? I'm calling.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK. Yeah, I can hear you now.
[CUSTOMER][NEUTRAL] OK. I'm calling from Architect Sports and Physical therapy calling for claim status.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure. I can assist you with your claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Thank you, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] direct number.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, on the card it has well we out because they have in.
[CUSTOMER][NEUTRAL] Hospital outpatient benefits, so 01705185 ML 8 number 8.
[AGENT][NEUTRAL] OK. Um, for the first digits, uh, you said 0717?
[CUSTOMER][NEUTRAL] Uh uh 01705185 ML8
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I tried to register on the website but it's not taking that number so I don't know that's what's on the card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's not gonna be the account number. The account number is gonna be the account number that you assigned to the member.
[AGENT][NEUTRAL] Um, but I can go.
[CUSTOMER][NEUTRAL] We don't assign account with us.
[AGENT][NEUTRAL] Patientsen's ID number?
[AGENT][NEUTRAL] It's OK. I, I can go ahead and look. No, OK.
[CUSTOMER][NEUTRAL] We don't sign
[CUSTOMER][NEUTRAL] The patient come to us for physical therapy. Yeah.
[AGENT][NEUTRAL] OK. Um, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient is uh [PII]
[CUSTOMER][NEUTRAL] Last name is [PII] and then let me get to the date of birth.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] Just a second trying to get back to it now um.
[CUSTOMER][NEUTRAL] The first day
[CUSTOMER][NEUTRAL] Uh, [PII] for total bill is $204.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, patient has
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the dates for July, the month of July.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look for the first one which is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't have a claim for [PII].
[CUSTOMER][NEUTRAL] OK, is the correct address [PII], um, what's that [PII]?
[AGENT][NEUTRAL] Mr.
[AGENT][NEUTRAL] No, that address is a old address. That's an incorrect address.
[CUSTOMER][NEUTRAL] OK. Can you give me the correct address?
[AGENT][NEUTRAL] Yes, mhm, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the correct address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, and we can use that ID number that I provided what's on the card?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll make the collection and get this rebuilt. Are you set up for electronic billing or is this paper claim?
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical. With this one, we need the explanation of benefits from the primary insurance attached to it. So I'm not really sure if you can send that electronically with an attachment. So usually we get these um either fax or mail.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, we'll mail it, um, if you're not set up electronically. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're welcome. Is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, that'd be it. Is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][NEUTRAL] OK, and your first name again?
[AGENT][NEUTRAL] That's [PII], that's [PII]. Last [PII] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.