AccountId: 011433970860
ContactId: 37208d04-9352-428b-8d2d-ff93e92f7912
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261209 ms
Total Talk Time (AGENT): 94386 ms
Total Talk Time (CUSTOMER): 94161 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/37208d04-9352-428b-8d2d-ff93e92f7912_20250509T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is, this is [PII] from the provider's office, and I'm checking on a claim. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII], how are you?
[CUSTOMER][POSITIVE] Yeah, I'm also doing good. Thank you for asking.
[AGENT][NEUTRAL] That's good. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, I just have one.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 02486904.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And just for my notes, can you repeat the phone number for me? I've missed the number.
[CUSTOMER][NEUTRAL] Uh yeah. Uh, it is [PII]. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you so much. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Uh yes, it is actually the range of date of services, oh sorry, no, it's the date of service of [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is going to be
[CUSTOMER][NEUTRAL] $2,544.01.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Uh yeah, it is Comprehensive pathology Associates.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for this data service from your provider or with your total bills.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so, [PII], do you have anything with the bill amount of $2,624.01?
[AGENT][NEUTRAL] No, I don't have anything in in that amount or from your provider for this data service, but there's no timely filing limit. So if you wanted to, you could still file the claim, um, as long as the policy was active on the data service you can file and it and it's been active since [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, so, could you please verify, yeah, could you please verify the member's eligibility like if the member is active for the rate of service or not?
[AGENT][NEUTRAL] Of 24.
[AGENT][NEUTRAL] Right, as I just stated, the policy is active. It's been effective since [PII], so you can file at any time because the policy was active on the data service.
[CUSTOMER][NEUTRAL] OK. Also, could you please verify the uh claim mailing address for me?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. Got it.
[CUSTOMER][NEUTRAL] So, thank you for that information. Uh, yeah, I'm done here. Just give me the call reference number.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Have a great day ahead. Bye for now and happy weekend.
[AGENT][POSITIVE] You're very welcome, [PII]. You also, and thanks for calling APO. Bye bye.