AccountId: 011433970860
ContactId: 26e6b65b-3527-4651-807a-98f545163928
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269739 ms
Total Talk Time (AGENT): 107808 ms
Total Talk Time (CUSTOMER): 72889 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/26e6b65b-3527-4651-807a-98f545163928_20250603T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hire, my, my name is [PII], and I'm calling from providers to check on claim status.
[AGENT][NEUTRAL] OK, I'm so sorry. What was your first name?
[CUSTOMER][NEUTRAL] What was your
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], and you're needing to check a claim status. Is that also correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][POSITIVE] Yes, I can help you
[CUSTOMER][NEUTRAL] your
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you and what is, and you only have one claim, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the member's policy number?
[CUSTOMER][NEUTRAL] 02389382.
[AGENT][NEUTRAL] Thank you, [PII]. One moment please while I get the member's information pulled up.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the date of service and total bill amount?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $713.85.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said that the total bill amount is $713.85. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I do not have a claim on file for this member for that data service and that billed amount, [PII].
[CUSTOMER][NEUTRAL] OK, so there is no claim on file, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And when you do file the claim, we will also need for you to send a copy of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] The company of the primary insurance company exploration of benefits.
[AGENT][NEUTRAL] With the claim?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] And then what
[CUSTOMER][NEUTRAL] Give me another call reference ID.
[AGENT][NEUTRAL] Yes, it would be my name that I gave you along with today's date and then also [PII], once we have received and processed the claim, we do have a portal that you should be able to check the claim status in and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't think you should be able to check the claim.
[CUSTOMER][NEUTRAL] If I can.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so if you don't mind, could you please tell you it's [PII], right? [PII] or [PII]?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] First initial to last
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else?
[CUSTOMER][POSITIVE] Thank you, [PII], for your time and assistance.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Can I help you with anything else?
[CUSTOMER][NEUTRAL] No, I have all
[CUSTOMER][NEUTRAL] No, I have all the information so I need it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you for your assistance, sir. Thank you.
[AGENT][POSITIVE] Um, you're very welcome. Uh-huh. Bye-bye.