AccountId: 011433970860
ContactId: 2ce9bdb0-d641-4abf-9a7f-9ff612bf6d7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312679 ms
Total Talk Time (AGENT): 136961 ms
Total Talk Time (CUSTOMER): 188793 ms
Interruptions: 11
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/2ce9bdb0-d641-4abf-9a7f-9ff612bf6d7a_20250327T17:29_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] Thank you for calling. Hi, this is [PII] calling from the provider's office to check on a claim status. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Yeah, I'm doing good last one.
[AGENT][NEUTRAL] Good. So you have one claim that you're needing to check claim status on, is that correct?
[CUSTOMER][POSITIVE] is that correct? Yeah, that's right.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][POSITIVE] And I can help
[CUSTOMER][NEUTRAL] OK, so what is your call
[CUSTOMER][NEUTRAL] Yeah, the callback number will be [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Yeah, sure. So before that, could you please spell out your name? I couldn't get that.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's crazy, right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEUTRAL] And the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah, it's the first initial.
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII].
[CUSTOMER][NEUTRAL] So may I go on with the member ID?
[AGENT][NEUTRAL] Yes, you may.
[CUSTOMER][NEUTRAL] Yeah. So the member ID number will be 02389382.
[AGENT][NEUTRAL] Thank you. One moment, [PII], while I get all of the information pulled up for the member please.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And like that any information 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] Yeah, the patient's name will be [PII], and the date of birth will be [PII].
[AGENT][NEUTRAL] Thank you and the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] OK so that's in total.
[CUSTOMER][NEUTRAL] Yeah. The date of service will be [PII] and the total charges will be $713.85.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, again, [PII], you did say that the data of service is [PII], is that correct?
[CUSTOMER][NEUTRAL] OK, can I see you did say that the date of service is [PII]. Is that correct? Yeah, that's right.
[AGENT][NEUTRAL] OK, we do not currently have a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK, we do not currently have a claim.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Mhm. And may I know the claim mailing address for that?
[CUSTOMER][NEGATIVE] Because I can't send that.
[AGENT][NEUTRAL] Yes, the claim's mailing address will be [PII].
[CUSTOMER][NEUTRAL] Yeah, the current mailing address will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII]. And may I know the time for the limit?
[AGENT][POSITIVE] You're welcome and
[AGENT][NEUTRAL] There is no timely filing limit with APL?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There is no
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] But because this is a supplemental policy, we will have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] Yeah, OK. But because this is a supplement policy, we will have to have a copy of her primary insurance company's explanation of benefits along with the claim. Yeah, OK, thank you so much for that.
[AGENT][NEUTRAL] Yes ma'am, you're welcome. And then one last thing, [PII], once we have processed the claim here at APL, we do have a portal in which you should be able to check claim status and have access to our EOB and our portal website is located at secured.
[CUSTOMER][NEUTRAL] And then once we have.
[CUSTOMER][NEUTRAL] The claim we do have a portal you should be able to check claim status that I our ERP uh portal is located at secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] You're welcome. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all today for [PII]. Thank you so much for your assistance.
[AGENT][POSITIVE] Well, yes ma'am, you're very welcome and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][POSITIVE] Thank you for calling. Yeah, have a wonderful day. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye bye.