AccountId: 011433970860
ContactId: 37ef3c62-c3b8-469e-aafd-41dea53e88d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218479 ms
Total Talk Time (AGENT): 94231 ms
Total Talk Time (CUSTOMER): 67383 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/37ef3c62-c3b8-469e-aafd-41dea53e88d7_20250501T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Your name is what?
[AGENT][NEUTRAL] It's [PII], um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you. Uh, yes, good afternoon. This is [PII] calling from Monsigna Medical Center. I need to verify if you guys received a claim for a member.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 01458609
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] [PII] with the amount of 7,648 75 cents.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, you said that the date of service was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file, but when the claim is resubmitted, I need to give you the new policy number to um file the claim under.
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] ID number.
[AGENT][NEUTRAL] OK, and just submit advise you the verification of coverage does not guarantee payment of claims. Um, the policy number is 0167.
[AGENT][NEUTRAL] 3441.
[AGENT][NEUTRAL] And the effective date on the policy was [PII], and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what would be the correct payer ID number?
[AGENT][NEUTRAL] The payer ID is 60801 and claims can also be faxed in.
[CUSTOMER][NEUTRAL] 608
[CUSTOMER][NEUTRAL] 608
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 01. And the PO box?
[AGENT][NEUTRAL] Um, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][POSITIVE] OK, perfect. Reference number?
[AGENT][NEUTRAL] Um, so the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Not at this moment, thank you very much appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thanks.