AccountId: 011433970860
ContactId: 2d8596df-90ea-4e14-b99d-1660fd7e17e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225940 ms
Total Talk Time (AGENT): 109245 ms
Total Talk Time (CUSTOMER): 86673 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/2d8596df-90ea-4e14-b99d-1660fd7e17e4_20250207T20:33_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] Hi, good afternoon. I'm calling on behalf of the group to check a claim status for one of our patients, please.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Oh, [PII]
[AGENT][POSITIVE] Thank you, dear, and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] That will be 695-588-87501.
[AGENT][NEUTRAL] So that is not the APL policy number. Do you have another?
[CUSTOMER][NEUTRAL] Yeah, I, I'm
[CUSTOMER][NEUTRAL] Yeah, I, I was looking at the United Healthcare. I'm so sorry.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] 02451824 ML 8. I was in autopilot.
[AGENT][POSITIVE] There we go. Thank you.
[AGENT][NEUTRAL] No problem. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Alright, and I can help you with that claim status for [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] The data services.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm checking for [PII] for [PII]. I don't have a claim on file for that data service.
[CUSTOMER][NEUTRAL] Oh, the bill I don't know if this will help. The total charges is $341.90.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I just don't have the claim on file.
[AGENT][NEUTRAL] We never received it. Can we check the um claim submission address or was it sent via mail or?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] And my paper.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we send it to the claims address [PII] for the zip code.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, that is no longer our claims address.
[CUSTOMER][NEUTRAL] OK. Well.
[AGENT][NEUTRAL] It's been like
[AGENT][NEUTRAL] 3 or 4 years since that address has been valid. Let me give you the correct address and then if you want, you can actually fax it to our, to us as well.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I'll give you the facts.
[AGENT][NEUTRAL] Our claims fax number is 877.
[CUSTOMER][NEUTRAL] I'm sorry, my pen is not right. Let me, let me change. OK.
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK. What is it?
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that comes straight to our claims department. Now we will need a primary EOB with that claim as well, we're secondary.
[CUSTOMER][POSITIVE] Yeah, I have that. I have, I have everything.
[AGENT][POSITIVE] You can just get that faxed over and we'll be happy to take care of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you so much. Can I have a uh reference number for my records please?
[AGENT][NEUTRAL] Reference number would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And you [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, you have a good rest of your day. Thank you very much for your help.
[AGENT][POSITIVE] My pleasure, you dear. Thank you for calling API. I hope you have a good day as well and happy weekend.
[CUSTOMER][POSITIVE] Thank you.