AccountId: 011433970860
ContactId: 4633cc92-3742-4ce3-9e75-3134c4d2481c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325200 ms
Total Talk Time (AGENT): 127916 ms
Total Talk Time (CUSTOMER): 126234 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4633cc92-3742-4ce3-9e75-3134c4d2481c_20250613T12:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling to check for claim status please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[CUSTOMER][NEUTRAL] [PII] direct line extension.
[AGENT][NEUTRAL] Mm. Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, um, it says here 01.
[CUSTOMER][NEUTRAL] 960616. And there's a letter [PII].
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Alright, uh, [PII], on [PII].
[AGENT][NEUTRAL] OK, thank you. Um, now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Alright, um, I do have here today 3 data service. Um, first one is [PII]. It's an old claim actually and $210 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Alright, um, can we resubmit it again? Is there a timely time limit for that?
[AGENT][NEUTRAL] Um, no, ma'am. There's no timely filing limit for this policy. This is for a secondary gap coverage. So the claim would need to be resubmitted along with the primary carrier's exclamation of benefits.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] OK, great. And maybe probably the second date of service that you have here also not on file but per our note here from my colleague um.
[CUSTOMER][NEUTRAL] She was able to resubmit it at this date of service [PII].
[CUSTOMER][NEUTRAL] Through [PII], can you be able to double check if you did receive that one? It was a fax by the way.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said that was for [PII] for inpatient hospital charges?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, ma'am. We did receive that claim and it has processed and paid. Um, we received that claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] Um, the claim number is 2949545.
[AGENT][NEUTRAL] And it paid out for $6300 even.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Um, hold on. Um.
[CUSTOMER][NEUTRAL] Is that for the um bill charge amount of $410?
[AGENT][NEUTRAL] OK, let's see. No, this is for hospital charges. There, this one, the one you're calling about is for um
[AGENT][NEUTRAL] Services provided by the provider, let's see for $410.
[CUSTOMER][POSITIVE] Yes, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] for a while.
[CUSTOMER][NEUTRAL] I got it. I feel I'm having colds.
[AGENT][NEUTRAL] OK, yes, we received that claim on [PII].
[AGENT][NEUTRAL] And it processed and paid out on yesterday, [PII].
[AGENT][NEUTRAL] The claim number is.
[AGENT][NEUTRAL] 361-2601.
[AGENT][NEUTRAL] And it paid out for $120 even.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Do you have a check number or?
[AGENT][NEUTRAL] Um, yes, ma'am. It was a single check for $120 and the check number is
[AGENT][NEUTRAL] 2049769.
[AGENT][NEUTRAL] And it was mailed to the address on the claim.
[CUSTOMER][POSITIVE] Beautiful. Great, um, I believe we can resubmit those data service that I have here that's not on file. Thank you so much for your hold. I really appreciate that, um.
[CUSTOMER][NEUTRAL] Yeah, I believe that's all that I needed from my end. Um, can I get your first name first initial your last name again?
[AGENT][NEUTRAL] Um, yes, ma'am. My name is [PII]. Um, it's spelled [PII] initial is [PII], and my name and today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help and yeah yeah happy weekend.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.