AccountId: 011433970860
ContactId: 42f8f349-b2dc-460c-b139-5f64bf36c53f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323429 ms
Total Talk Time (AGENT): 139658 ms
Total Talk Time (CUSTOMER): 150369 ms
Interruptions: 9
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/42f8f349-b2dc-460c-b139-5f64bf36c53f_20250523T15:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office, Real Emergency medicine specialist checking for claim.
[AGENT][NEUTRAL] OK, did you say that your name is [PII]?
[CUSTOMER][POSITIVE] Yes, yes, perfect.
[AGENT][NEUTRAL] Hey [PII] and you're needing claim status, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, I can help you with that. I'm fine, what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], how many claims do you have to check status on?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] 2 claims.
[AGENT][NEUTRAL] Are they for the same member or different patients?
[CUSTOMER][NEUTRAL] No, different, different station.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII], and you will use my name that I gave you, along with today's date as each of your call reference numbers. Also, any information that I provide for you, [PII] on the claims will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][POSITIVE] Yes, I can help you with
[CUSTOMER][NEUTRAL] I can give you.
[CUSTOMER][NEUTRAL] OK also if
[CUSTOMER][NEUTRAL] for you.
[AGENT][NEUTRAL] And then lastly, if we do have the claims on file and you need a copy of the explanation of benefits once I give you the claim number, you should be able to print that yourself from our portal website which is located at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Find which is located at secure.
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[AGENT][NEUTRAL] You're welcome. OK, so [PII], what is your first patient's policy number?
[CUSTOMER][NEUTRAL] D as in Delta 40402196.
[AGENT][NEUTRAL] OK, thank you, but for that is an IMA or 90 degree benefit number, were you trying to reach 90 degree benefits or were you trying to reach APL?
[CUSTOMER][POSITIVE] OK thanks
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][POSITIVE] I am in 90 degree benefits. OK, thank you so much for that. Could you please move the next patient?
[AGENT][NEUTRAL] Yes, sir. What is the next policy number?
[CUSTOMER][NEUTRAL] Yes, give me one moment.
[AGENT][NEUTRAL] And [PII], could you please adjust your headset or your microphone just a little bit because it's causing me to be able to hear everything I say back to me.
[CUSTOMER][NEUTRAL] It because.
[CUSTOMER][NEUTRAL] Oh, you hear, yourself back?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I don't know that.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes. Can I provide the next ID number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 02271388
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] And any information that I do provide for you on, as I stated before, will be a verification of benefits and not a guarantee of payment. What is this patient's name and date of birth?
[CUSTOMER][NEUTRAL] Can I do for you.
[CUSTOMER][NEUTRAL] [PII]. Date of birth of [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is the um date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII], the charge amount $2,115 even 2115.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so there is not a claim on file for her for this data service. However, this policy was not active for the data service.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] for the discount.
[CUSTOMER][NEGATIVE] That's not active.
[CUSTOMER][NEUTRAL] Mm-hm
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I have the termination date?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] The effective date was [PII] and the termination date was [PII] [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. I wish you have a wonderful day. Thank you so much. Bye-bye.
[AGENT][POSITIVE] OK, well, if that is all I could help you with, and thank you again for calling APL [PII], and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. Bye-bye now.
[AGENT][NEUTRAL] A ban.