AccountId: 011433970860
ContactId: 2978d690-2eb6-409e-bd47-a3a6be47b48e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306760 ms
Total Talk Time (AGENT): 107008 ms
Total Talk Time (CUSTOMER): 80008 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2978d690-2eb6-409e-bd47-a3a6be47b48e_20250422T14:01_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]. This is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] Actually, I do have multiple to check. It's, I have 3 claims to check on.
[AGENT][NEUTRAL] OK, are your 3 claims for 3 different members or 1 member with multiple dates of service?
[CUSTOMER][NEUTRAL] Uh, it's a different numbers.
[AGENT][NEUTRAL] OK, so yes, [PII], I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], you will use my name along with today's date as each of your call reference numbers if you need a call reference number.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Also, any information that I provide for you on the claims that I check will be a verification of benefits and not a guarantee of payment. And lastly, if we do have the claim on file, [PII] and you need a copy of the explanation of benefits, you may print that once you have the claim number by going to our portal which is located at secured.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your first station's policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02473107.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Again, um, I skip, I'm sorry, [PII]. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], it's A W L D A Alpha. Last name is [PII]. It's [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Date of service is [PII]. Total bill amount is $39,216 and even.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And you did say the total bill amount is $39,216 is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And the date of service is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, so we do not have a claim on file for this number for this data service and this billed amount.
[CUSTOMER][NEUTRAL] Actually, I do have a claim number with me. Can you check it with that?
[AGENT][NEUTRAL] OK, yes, can you give me the correct build amount?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Correct bill amount, right?
[AGENT][NEUTRAL] Yes, sir, because it's not, we do not have a claim for $39,216.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it $39,466.37?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEGATIVE] Not for this member, no, sir.
[CUSTOMER][NEUTRAL] Yeah, but I do have a correspondence with me and it's stating.
[CUSTOMER][NEUTRAL] The same
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Charge amount.
[AGENT][NEUTRAL] You have an APL?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the claim number?
[CUSTOMER][NEUTRAL] It's 356383-0.
[AGENT][NEUTRAL] OK, so that claim number does not match this member and it does not match the state of service.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for providing this information.