AccountId: 011433970860
ContactId: 2cea06d8-4b0f-4cac-94e6-c9058e44b494
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382570 ms
Total Talk Time (AGENT): 102141 ms
Total Talk Time (CUSTOMER): 133747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2cea06d8-4b0f-4cac-94e6-c9058e44b494_20250206T18:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] here. A man is spell [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You said your name is [PII], last name [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] If I do have a patient and I just wanted to check the status of the claim. Could you please help me out on that?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I will have 6 clients with me for the same patient.
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. The contact number is gonna be, uh, one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That is gonna be [PII]. And it's in direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] That is gonna be
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 20639
[CUSTOMER][NEUTRAL] H, L Lima, B Bravo.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Member's first name is
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is on [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, um, you can give me all the dates of service and the total bill if you like at once.
[CUSTOMER][NEUTRAL] Sure, uh.
[CUSTOMER][NEUTRAL] Data service it's on [PII].
[CUSTOMER][NEUTRAL] It was billed for
[CUSTOMER][NEUTRAL] $472 even.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's for $398 even.
[CUSTOMER][NEUTRAL] [PII], it's for $243 even.
[CUSTOMER][NEUTRAL] [PII], it's for $546 even.
[CUSTOMER][NEUTRAL] [PII], it's for $472 even.
[CUSTOMER][NEUTRAL] [PII], it's for $236. Mhm.
[AGENT][NEUTRAL] Um, can you repeat the dollar amount for [PII]?
[CUSTOMER][NEUTRAL] 2:36 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's all fixed. All right, hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I do apologize for that wait. So we don't have claims on file for any of those dates of service.
[CUSTOMER][NEUTRAL] OK. Uh, may I know, are we within the time frame to submit all these claims?
[AGENT][NEUTRAL] Um, there's no timely filing limit as long as the policy was active on the date of service and this policy has been active since [PII]. So you can file the claim at any time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, may I have the fax number to submit it?
[AGENT][NEUTRAL] Sure, fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And just for the call again, all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right, [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, but I just wanted to know the fax number.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, I just gave that to you. So again, it's 877.
[CUSTOMER][NEUTRAL] Uh yeah. Uh-huh.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, we need to submit the claim along with the primary E, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Uh, just to confirm, may I have the policy of the date again? [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got you, [PII]. I really appreciate the time. Now, is there any call reference number for this call?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date. Again, that's [PII], first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Take care right now. I really appreciate your time again. Bye-bye.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.