AccountId: 011433970860
ContactId: 327fd282-cfee-4723-8865-464dde0b9d1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217479 ms
Total Talk Time (AGENT): 101555 ms
Total Talk Time (CUSTOMER): 43645 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/327fd282-cfee-4723-8865-464dde0b9d1a_20250422T12:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to check the status of a claim for a patient.
[AGENT][NEUTRAL] OK, you have one patient that you're needing to check the claim status for, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Um, that is 218-031-2.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information I'll pull that place.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information, [PII], that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Um, this is for 23 of $25 and it's in the amount of $367.
[AGENT][NEUTRAL] 367, is that correct?
[CUSTOMER][NEUTRAL] It is, yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for data service 232025 we do not currently have a claim on file for him.
[CUSTOMER][NEUTRAL] No claim, OK.
[AGENT][NEUTRAL] Yes, ma'am. Now, because this is a supplement to his primary insurance, [PII], when you all file the claim with APO we will also have to have a copy of his primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We do have a portal in which you should be able to check our claim status.
[AGENT][NEUTRAL] And the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Again, that's [PII]. [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, alrighty, I will make sure I get that rebuilt then is there a reference number for our call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. You will actually use my name along with today's date.
[CUSTOMER][POSITIVE] OK, perfect. OK, I appreciate all your help.
[AGENT][POSITIVE] OK, well, you're certainly welcome. So again, [PII] that's.
[AGENT][POSITIVE] All I can help you with today. Thank you for calling APO and I hope you have a very nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.