AccountId: 011433970860
ContactId: 2a935979-e42b-4377-97fb-45b5bb3f8000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240360 ms
Total Talk Time (AGENT): 92576 ms
Total Talk Time (CUSTOMER): 99498 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/2a935979-e42b-4377-97fb-45b5bb3f8000_20250507T12:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I was just calling to check the status of the claim, please.
[AGENT][NEUTRAL] OK, I'll be more than happy to help you with the claim status, and are you the insured or you're calling with the provider's office?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you for that. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02358091.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill?
[CUSTOMER][NEUTRAL] [PII] for $259.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] From [PII]?
[AGENT][NEUTRAL] Is that the correct name?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, [PII]. Yeah.
[AGENT][NEUTRAL] OK, the reason I'm asking, um, I don't see any claims on file for that data service, um, but there's no timely filing limit, so you, you can still file the claim if you need to.
[CUSTOMER][NEUTRAL] OK, so I mean we've, we've sent the claim 4 times already. Um, let me just uh.
[CUSTOMER][NEUTRAL] So I have your address as [PII].
[AGENT][NEUTRAL] So that's the correct address, but it's not going to APL, it's going to IMA. I don't know if that.
[AGENT][POSITIVE] Makes a difference when it's, you know, sent to the building.
[CUSTOMER][NEUTRAL] Right, that might, yeah, that might make a difference. OK, yeah, because I see on the card it says IMA Inc. and then it has the address. OK, so, and you have no timely filing limit then?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, as long as the policy is active on the data servers, you can file at any time and this policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all right. So then I'm gonna, I'm gonna update that information and I'm gonna rebuild it then. Um, do you have a reference number, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[AGENT][NEUTRAL] And I don't know if it'll help, but they, um, there's a payer ID also if you needed it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what, what do I have? Is it 64556?
[AGENT][POSITIVE] OK, yes, ma'am. You got it.
[CUSTOMER][NEUTRAL] Can, can we fax claims to you or no?
[AGENT][NEUTRAL] Not to IMA. So basically IMA does like the repricing and then they send it to us. So IMA doesn't have a fax number.
[CUSTOMER][POSITIVE] I see. OK. All right, [PII], thanks a lot for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye bye.