AccountId: 011433970860
ContactId: 2c7ee685-3b28-43ad-8f53-498973898742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233020 ms
Total Talk Time (AGENT): 99955 ms
Total Talk Time (CUSTOMER): 69910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2c7ee685-3b28-43ad-8f53-498973898742_20250317T18:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check claim status.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and call back is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 982-074.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And you need status of a claim, or did you need to verify benefits?
[CUSTOMER][NEUTRAL] Um, claim status, please.
[AGENT][NEUTRAL] And what's the date of service and both charges on the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And charges $181.07.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that was for [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm not showing a claim on file with that date of service um, how was it submitted?
[CUSTOMER][NEUTRAL] Um, so it was mailed to.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, that's our old mailing address. Let me give you our new one.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's going to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And claims can also be faxed in and we also have a pair ID.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] What is that fax number?
[AGENT][NEUTRAL] And the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[AGENT][NEUTRAL] And plays attention it to the claims department.
[CUSTOMER][NEUTRAL] OK, and can you also give me the payer ID?
[AGENT][NEUTRAL] Um, yes, ma'am. The payer ID is 60801.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Are you able to tell me as well, is this her secondary policy?
[AGENT][NEUTRAL] Um, yes, ma'am. This is her secondary policy. So when the claim is submitted, we'll also need the EOB from the primary insurance company for the service.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks. Bye.
[AGENT][POSITIVE] Thanks.