AccountId: 011433970860
ContactId: 42ea33de-4003-411a-932f-6c640966eed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484579 ms
Total Talk Time (AGENT): 129266 ms
Total Talk Time (CUSTOMER): 155084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/42ea33de-4003-411a-932f-6c640966eed7_20250509T19:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is uh [PII]. I'm calling from provider office. Last name of initial is [PII]. Actually, I'm looking for a claim status here.
[AGENT][NEUTRAL] OK, well I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 018.
[CUSTOMER][NEUTRAL] 854
[CUSTOMER][NEUTRAL] 50 M as in Mike, L as in Lima, number 7.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] Alright, let's see, and thank you [PII]. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Name of the patient is uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, date of service is of [PII] with the charge amount is $250 even.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Uh, after primary, the balance is, uh.
[CUSTOMER][NEUTRAL] Give me one second. I'm calculating here.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Uh-huh. It is 115.
[AGENT][NEUTRAL] 1:15.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] You said uh [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Uh, sir, I do not show we received that claim. Can you verify the address it was submitted to you?
[CUSTOMER][NEUTRAL] Uh, actually it is a crossover and uh it is transferred by paper United Healthcare Choice fun and uh I see here the one code is denied and uh.
[CUSTOMER][NEUTRAL] That code amount is $55 and the transferable one paid amount is $60. For that one, do you take that uh there is a $60 do you receive for that?
[AGENT][NEUTRAL] Well, I don't show any claims for that data service.
[CUSTOMER][NEUTRAL] OK, so we need to submit the claim on file.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] Give me one moment because I show the policy term on [PII]. Let me see if they had any other policy.
[CUSTOMER][NEUTRAL] Again for that one?
[AGENT][NEUTRAL] Oh, it looks like they did have another policy, and I'll give you that number if you like.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is, give me a moment.
[AGENT][NEUTRAL] 2486313.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Uh let me double check on this.
[CUSTOMER][NEUTRAL] That remember the that uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't show this one that claim has been received under this uh newer policy number either and but how did y'all submit the claim?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it is submitted by paper.
[AGENT][NEUTRAL] OK, can you verify the address it was submitted to you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Give one second here.
[CUSTOMER][NEUTRAL] Uh, actually I have mailing address. Uh, it is a [PII].
[CUSTOMER][NEUTRAL] [PII] City. OK. [PII].
[AGENT][NEUTRAL] That is correct, yes, sir. If you like, I can give you a fax number if you like to fax the claim to us.
[CUSTOMER][NEUTRAL] Yeah, sure. What is the fax number?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] 942 3. OK.
[CUSTOMER][NEUTRAL] Give me a sec.
[CUSTOMER][NEUTRAL] Uh, OK. And what is the call reference number?
[AGENT][NEUTRAL] Oh, you may use my name at today's date if you like.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Uh, OK. Give me one moment only.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] My system is slow down here.
[AGENT][NEUTRAL] Are you fine?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I have one more member here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will you please check that?
[AGENT][NEUTRAL] Sure, did you want the claim, I mean the fax number?
[CUSTOMER][NEUTRAL] Yeah, I got the fax number.
[AGENT][NEUTRAL] OK, let me know when you're ready I can give that to you.
[CUSTOMER][NEUTRAL] That is uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Member ID sir.
[CUSTOMER][NEUTRAL] You listen to me.
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 501
[CUSTOMER][NEUTRAL] 75.
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Name of the patient is uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The date of service is [PII] with the charge amount is uh $925 even.
[AGENT][NEUTRAL] OK, and the balance after primary?
[CUSTOMER][NEUTRAL] It is $60.
[AGENT][NEUTRAL] And you said [PII] of this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't show we received that claim neither.
[CUSTOMER][NEUTRAL] Uh, you don't receive any claim, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, sure. Uh, and you said that uh call reference number is your name and today's date?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Uh, OK, got it. Uh, OK. OK. Thank you for to assist me. Have a good day. Bye-bye.
[AGENT][POSITIVE] Alright you too thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Right