AccountId: 011433970860
ContactId: 3883b4ed-4253-4def-91a8-0eb4e4b18885
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213750 ms
Total Talk Time (AGENT): 95692 ms
Total Talk Time (CUSTOMER): 58407 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3883b4ed-4253-4def-91a8-0eb4e4b18885_20250416T18:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling in to verify the status of the claim, please.
[AGENT][NEUTRAL] OK, [PII], you have one claim that you're needing to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And uh what is a good callback number for you please? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, I have 218-0314.
[AGENT][NEUTRAL] OK, one moment while I get all of the members information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any, any information that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, I have [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the day the service and total bill amount for her place.
[CUSTOMER][NEUTRAL] I have a data service for 12-14-2024, uh, billed amount is $299 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you did say 1214 of 2024, is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am, that's correct.
[AGENT][NEUTRAL] OK, so no, ma'am, we do not have a claim on file for her at all for that data service.
[CUSTOMER][NEUTRAL] OK, um, is there a payer ID I could submit this over to?
[AGENT][NEUTRAL] Yes, ma'am, the payer ID is 60801, but we will also have to have a copy of her primary insurance company's explanation of benefits as well. For the supplemental policy, we have to have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once the claim has been processed by APL [PII], we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the website for our portal is located at, you have that? OK, so yeah, if we don't have a claim.
[CUSTOMER][NEUTRAL] Mhm. Yeah, I did check that.
[CUSTOMER][NEUTRAL] Yeah, yeah, I did check it.
[AGENT][NEUTRAL] OK, you do have, OK, I just wanna make sure you have the website, so, OK.
[CUSTOMER][NEUTRAL] Yeah, no, I do, thank you. I just wanted to make sure if the if I was doing something wrong and that's why I called in just to verify.
[AGENT][NEUTRAL] I understand. So, no, ma'am. That's why, yeah, we don't have one.
[CUSTOMER][POSITIVE] OK awesome and I believe that's everything I needed for today. Can I just get a call reference number please?
[AGENT][NEUTRAL] This name that you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate you. Have a good day.
[AGENT][POSITIVE] 4 years, yes, ma'am, you too. And again, if that is all I can help you with, thank you for calling APL. Have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you. Mm bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.