AccountId: 011433970860
ContactId: 2a2eedfe-5a8a-4bdd-a646-b69bb7f01f97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388440 ms
Total Talk Time (AGENT): 131882 ms
Total Talk Time (CUSTOMER): 119310 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2a2eedfe-5a8a-4bdd-a646-b69bb7f01f97_20250404T13:56_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] It
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] from the office. Could you please spell your name once again, ma'am?
[AGENT][NEUTRAL] [PII]. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII] Yeah, my name is [PII] and the initials [PII] and I'm speaking with the claims department, right?
[AGENT][NEUTRAL] You are. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Mm, yeah, I need to know the
[CUSTOMER][NEUTRAL] Uh, the, sorry, a normal claim status?
[AGENT][NEUTRAL] You're needing to know claims, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], is that correct? You're needing claim status?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][NEUTRAL] Thank you. And [PII], how many claims do you have to check status on?
[CUSTOMER][NEUTRAL] Yeah, I have only one claim for today.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Member's policy number starts with 02565101.
[AGENT][NEUTRAL] OK [PII], thank you. Give me a moment please to get some members information pulled up.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, give me that number. I'm so sorry. Did you say 02565101? Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I was speaking with the American Public Life Insurance, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], any information that I provide 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] Patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The data service is gonna be mhm yeah it's.
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $2,714 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Again, [PII], you said the bill amount is $2,714.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, we do not a claim on file for this member for that data.
[AGENT][NEUTRAL] Service and that total bill amount.
[CUSTOMER][NEUTRAL] Oh yes, so you know 3 month files, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm. Mhm. May I know the patient's effective date and the termination date?
[AGENT][NEUTRAL] Effective date is [PII] and the termination date is [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, [PII], right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, OK, and, mm, just for the clarification, the uh claim mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and [PII], right?
[AGENT][NEUTRAL] No, the last 4, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did you pay your ID [PII], right?
[AGENT][POSITIVE] 60. That is correct.
[CUSTOMER][NEUTRAL] Yeah, OK, and a time frame limit for a claim.
[AGENT][NEGATIVE] No timely filing limit.
[AGENT][NEUTRAL] And when that, that is correct, but you must also send us a copy of the primary insurance.
[CUSTOMER][NEUTRAL] No time to final limit, right?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm yeah, OK, I'm gonna call a customer for today, mhm.
[AGENT][NEUTRAL] Company's explanation of benefits along with you.
[AGENT][NEUTRAL] Yes, you will use my name that I gave you along with today's date and then once the claim has been filed and processed with APL Parker, we do have a portal in which you should be able to check claim status, and our portal website is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, yeah, OK. So you're saying after the sending the claim, we should uh also check in the portal, right?
[CUSTOMER][NEUTRAL] Well, uh
[AGENT][NEUTRAL] For claim status, yes, you may check the portal.
[CUSTOMER][POSITIVE] Mhm. Yeah, OK. So thank you, ma'am. Thank you for us and have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] OK, well, [PII], if that's