AccountId: 011433970860
ContactId: 36f2a4ad-57b7-40aa-9dc0-77aec6204313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305709 ms
Total Talk Time (AGENT): 142556 ms
Total Talk Time (CUSTOMER): 78507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/36f2a4ad-57b7-40aa-9dc0-77aec6204313_20250115T19:31_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] calling for claim status please.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status one. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Flo. It's been a while since I've talked to you. How are you doing?
[CUSTOMER][POSITIVE] Oh yes it is you. How are you? Good, good.
[AGENT][NEUTRAL] It's, yeah, yeah. It has been a long time. Yeah, I remember you too.
[CUSTOMER][NEUTRAL] I remember you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Today I have 11.
[CUSTOMER][NEUTRAL] 05
[CUSTOMER][NEUTRAL] 241 ML5.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you. It would be my pleasure, as you know, to help you with that claim status. What is that data service?
[CUSTOMER][NEUTRAL] The data service is 11524.
[AGENT][NEUTRAL] OK, so bear with me just one moment. Her policy actually turned on 10-117, checking to see if she has coverage for that data service.
[AGENT][NEUTRAL] She does. Can I give you the correct policy number?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is 142.
[AGENT][NEUTRAL] 3890.
[CUSTOMER][NEUTRAL] 142-3890.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That's right. This policy is up I can't talk. This policy was active from 10-117 to current.
[AGENT][NEUTRAL] So let me check on this policy for you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] For 11 5 2024.
[AGENT][NEUTRAL] I don't have a claim on file for Ms. [PII].
[CUSTOMER][NEUTRAL] OK, must be because we send with an incorrect.
[AGENT][NEUTRAL] You want to fax it to our claims department with the primary EOP?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] What is the fax number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Perfect thank you and I have one last page.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Alright, let me notate this account super quick.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And I'll happily help you with another.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, I'm ready for that next policy number, please.
[CUSTOMER][NEUTRAL] OK, this one is 019.
[CUSTOMER][NEUTRAL] 12264 ML 8.
[AGENT][NEUTRAL] And that name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right. Thank you. And the date of service for Mr. [PII]?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] I'm checking for [PII]. I don't see a claim on file. We did just receive a claim on the [PII] and I'm just gonna check that real quick to see.
[AGENT][NEUTRAL] If that could be your claim?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's coming up slowly.
[AGENT][NEUTRAL] What's the total bill amount?
[CUSTOMER][NEUTRAL] The amount is 14,190.
[AGENT][NEUTRAL] OK, so yeah, we did receive that claim on [PII] of this year. It's in line to be processed.
[CUSTOMER][NEUTRAL] [PII], OK, and he's spending.
[AGENT][NEUTRAL] And we have updated a provider portal if you're ever interested.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] That's another department, but if you can give me that information, I'm gonna write it down.
[AGENT][NEUTRAL] I it
[AGENT][POSITIVE] Sure, it's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect thank you that will be all.
[AGENT][POSITIVE] Well, it's always a pleasure to assist you, [PII]. Thank you for calling A.
[CUSTOMER][NEUTRAL] I say the same.
[AGENT][POSITIVE] I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Same, take care.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.