AccountId: 011433970860
ContactId: 3ef74dc8-c96c-4b91-9150-5dc290a4c799
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433730 ms
Total Talk Time (AGENT): 146868 ms
Total Talk Time (CUSTOMER): 168469 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/3ef74dc8-c96c-4b91-9150-5dc290a4c799_20250326T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APS. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. My last name initial is [PII].
[CUSTOMER][NEUTRAL] And I'm calling on behalf of Hanger clinic to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim that you're needing to check claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The member's ID number is 021.
[CUSTOMER][NEUTRAL] 37832.
[AGENT][NEUTRAL] OK, thank you. One moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and the date of service and total bill amount, please.
[CUSTOMER][NEUTRAL] Yes, the date of service is
[CUSTOMER][NEUTRAL] [PII]. And the bill amount is $2,106 even.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] Take your time, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, and you did say that the data service for 10 and 24, is that correct, Sam?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, there is no claim on file for her for this data service.
[CUSTOMER][NEUTRAL] Oh, there's no claim on file for the data service, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I got you. Hold on a second, uh, [PII]. Just a second. Mm, insurances, American Public.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] American public.
[CUSTOMER][NEUTRAL] 16
[CUSTOMER][NEUTRAL] We, uh, OK. And [PII], may I know the e-payer ID of your electronic pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 0801.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Oh, just the 44 numbers?
[CUSTOMER][NEUTRAL] OK, 801.
[AGENT][NEUTRAL] OK, let me say it all again. 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 060801. Thank you, [PII]. May I know the claim mailing address of yours?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that is in [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. OK, what's the time finding limit to submit a fresh claim, uh, [PII]?
[AGENT][NEGATIVE] There is no timely, there is no timely filing limit with APL?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, perfect. And [PII], may I know the patient's policy effective date?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Effective date [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Still inactive OK I got you.
[AGENT][NEUTRAL] Term date [PII] and the term date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Oh perfect. Thank you. Can I have the call reference number?
[AGENT][NEUTRAL] Uh, yes, just a couple of additional pieces of information for you, [PII]. When the claim is submitted to excuse me, to APL for review, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK. I understood.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Once we have processed our claim here at APL there we do have a portal that you should also be able to check claim status in by going to secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. Perfect. Thank you.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And for the reference number, [PII], you will use my name along with today's date and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] I'll look into it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Assassins, um, [PII], thank you, thank you, [PII]. Have a great day ahead.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. So again, if that is all I can help you with, thank you for calling APL and I hope you have a nice day also.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Oh, bye-bye.
[CUSTOMER][NEUTRAL] OK.