AccountId: 011433970860
ContactId: 4887afdf-6053-4d10-a14d-665f7c6ff46d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264500 ms
Total Talk Time (AGENT): 93782 ms
Total Talk Time (CUSTOMER): 88668 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/4887afdf-6053-4d10-a14d-665f7c6ff46d_20250320T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is Ay. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling uh to see if I can find out any information about a claim that was uh supposedly submitted by uh surgical center here in [PII] on behalf of my son [PII].
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with claim status. First, can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] OK, one second, I'll see if I can come up with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you don't have your policy number, I could pull up your policy by your social.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I say, is there somewhere on the website I could find my policy number?
[AGENT][NEUTRAL] Well, if you see the outpatient certificate number.
[AGENT][NEUTRAL] Or outpatient benefit certificate number, that's your policy number. It begins with a 01, most of them do. 01.
[CUSTOMER][NEUTRAL] Just a second, I'm pulling up my.
[CUSTOMER][NEUTRAL] ID card alright here we go 01.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 603-412
[AGENT][NEUTRAL] Thank you. Now, please verify your name again and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Mmm email [PII] mailing [PII].
[AGENT][NEUTRAL] OK. And which one of your dependents is this claim for that you're calling about?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Valentine's Day is when he had the
[CUSTOMER][NEUTRAL] When he had his surgery, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, actually I'm not showing a claim on file for that date of service, so they haven't submitted the claim yet.
[CUSTOMER][NEUTRAL] I literally just got off the phone with them and they said they had submitted it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look again and make sure.
[AGENT][NEUTRAL] Yeah, the last claim I'm showing on file for [PII], it was for date of service [PII].
[AGENT][NEUTRAL] But if they just submitted it, um, if they just submitted it this evening, you may want to give it at least 24 hours for it to show up in our system.
[CUSTOMER][NEUTRAL] No, it, I mean.
[CUSTOMER][NEGATIVE] They supposedly submitted at the same time they submitted the bill to my primary insurance and I've already received a bill from them, um.
[AGENT][NEUTRAL] Yeah, well, actually, um, we're not supposed to receive a claim from them until after your primary insurance, um, pays the claim because they need to send the EOB from your primary insurance along with the claim because we pay the portion that goes towards your copay or insurance or deductible.
[CUSTOMER][NEUTRAL] OK, well, yeah, but I mean.
[CUSTOMER][NEUTRAL] I mean I got the bill from them 2 weeks ago though so.
[CUSTOMER][NEUTRAL] Um, yeah, I'll call them back and ask them if they can just resubmit it and go from there.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEGATIVE] I do not believe so.
[AGENT][POSITIVE] OK, well, I thank you again, [PII], for calling APO. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thanks bye.