AccountId: 011433970860
ContactId: 39bc1ce0-6469-42c3-957a-d25c3cc94ed2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384760 ms
Total Talk Time (AGENT): 97750 ms
Total Talk Time (CUSTOMER): 101144 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/39bc1ce0-6469-42c3-957a-d25c3cc94ed2_20250214T20:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office checking on the claim status. Could you please spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thanks you.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] You're welcome. And then may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mm, OK, one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Voluntarity is.
[CUSTOMER][NEUTRAL] 01665400.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $1,525 1525.
[AGENT][POSITIVE] I'm sorry
[AGENT][NEUTRAL] $1,525?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And does it have any sensor that's even?
[CUSTOMER][NEUTRAL] Even
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I place you on a brief hold while I locate the claim for you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Vin.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I do apologize for that wait. So taking a look at the the um policy, I'm not showing a claim on file for that data service with your total bills.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, should I submit it as, uh, again?
[AGENT][NEUTRAL] Yes, you can resubmit the claim, um, hold on one moment, let me check the eligibility.
[CUSTOMER][NEUTRAL] Because, uh, is this is primary or secondary?
[AGENT][NEUTRAL] This is secondary.
[CUSTOMER][NEGATIVE] Yes, we have, uh, primary has been paid and partially denied for, uh, patient responsibility. We have bill for patient responsibility for this $88.75.
[AGENT][NEUTRAL] I understand, but the claim is not on file. So the policy was active on the data service. So you can um submit that claim and we'll be more than happy to process it for you.
[CUSTOMER][NEUTRAL] OK. May I know the policy effective and um date?
[AGENT][NEUTRAL] Um, the policy was effective from [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it. Can I resubmit with the electronic, right?
[AGENT][NEUTRAL] Yes, um, you can send it electronically, you can fax it or you can mail it.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. And may I know the reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK. And uh L and 02 1420, 25, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much uh for providing the information today. Have a great day and happy weekend as well.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you bye.
[CUSTOMER][NEUTRAL] Yeah