AccountId: 011433970860
ContactId: 423eb1cc-8199-45f4-aa76-41bb790df8e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235770 ms
Total Talk Time (AGENT): 95082 ms
Total Talk Time (CUSTOMER): 112733 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/423eb1cc-8199-45f4-aa76-41bb790df8e1_20250107T16:24_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] Hey, good morning, [PII]. This is [PII] from Puffer's office. I'm calling regarding an outstanding claim for [PII]. I've got her, uh, member ID if you need that.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim, and [PII], may I have a good contact number in case we're disconnected and then her policy number?
[CUSTOMER][NEUTRAL] It's [PII] policy ID 00621704.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] build them out [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Well, I'm not showing a claim on file for [PII] for Ms. [PII].
[CUSTOMER][NEUTRAL] OK, can you tell me if I can, I've already sent it twice. Can I fax it to you or email it to you? Is that a possible thing to do or no?
[AGENT][NEUTRAL] Well, we can't accept email um just because of HIPAA, but faxing and we also have a payer ID. Have you been sending it, you've been mailing it, I guess?
[CUSTOMER][NEUTRAL] Yes, mailing it because right now I show that there's no payer ID. Do you have a payer ID now?
[AGENT][NEUTRAL] Yeah, I pay ID is 60.
[AGENT][NEUTRAL] 801.
[AGENT][NEUTRAL] um, what's the mailing address that it was being sent to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yes, that's correct. Um,
[CUSTOMER][NEUTRAL] OK, but you said you have an electronic payer ID, so I'll just go ahead and send it via electronic again and see if it'll go through.
[AGENT][NEUTRAL] OK, and did you need the fax number as well, or you just wanna try to pay your ID?
[CUSTOMER][NEUTRAL] Let me give me give me a sec, let me try to send it and then if not I'll just have to take a fax number instead so that I can uh get it to you guys because it's been almost 2 months.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a second, let me see if I can.
[CUSTOMER][NEUTRAL] So like.
[CUSTOMER][NEUTRAL] It went through electronically. Let me take a fax number just in case. Do you think I should fax it as well, or?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What do you think?
[AGENT][NEUTRAL] I mean, at this point, since you've already sent it twice, um, yeah, I would fax it just to be on the safe side. I mean, if we do receive both, they'll just deny one and process the other.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Perfect, what is your fax number?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect, I appreciate your help so much.
[AGENT][NEUTRAL] You're very welcome, [PII]. Well, was there anything else I can help you with today? Oh, and um that's attention APL claims department.
[CUSTOMER][POSITIVE] OK attention APL claims department, awesome I appreciate you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great rest of your week and happy New [PII].
[CUSTOMER][POSITIVE] Yeah, same to you thank you so much.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.