AccountId: 011433970860
ContactId: 5199d8a0-e685-4739-9119-34933487aabc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327739 ms
Total Talk Time (AGENT): 138429 ms
Total Talk Time (CUSTOMER): 62894 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/5199d8a0-e685-4739-9119-34933487aabc_20250416T15:06_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] Hi, yes, I'm just trying to confirm if the claim is on file.
[AGENT][NEUTRAL] OK, you're needing to check to see if we've received the claim from member, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEGATIVE] It is 0.
[CUSTOMER][NEUTRAL] 245-592-6
[AGENT][NEUTRAL] OK, thank you. One moment, [PII], for me to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and can you any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Uh, this is for [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and again, any information provided will be a verification of benefits and not a guarantee of payment. What is the date of service and total bill amount?
[CUSTOMER][NEUTRAL] It's 22525.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 306-31.
[AGENT][NEUTRAL] 306.31.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] What is the name of the facility?
[CUSTOMER][NEUTRAL] Jenny Stewart Medical Center.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Uh, let me check one more, but I don't see a claim.
[AGENT][NEUTRAL] OK, wait just give me just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, wait one, give me just another moment please to look at this, um this claim right here to see if this is. No, first, and again, the bills amount on the claim that you're searching for is going to be $306.31 is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] Yes, ma'am. We do not have a claim for that bill's amount.
[AGENT][NEUTRAL] For that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I confirm the uh.
[CUSTOMER][NEUTRAL] The payer ID number and the billing address?
[AGENT][NEUTRAL] Sure, go ahead. Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it 42011 as the payer ID?
[AGENT][NEUTRAL] Um, no, ma'am, for this particular policy, the payer ID 64556.
[CUSTOMER][NEUTRAL] 455 6 OK.
[AGENT][NEUTRAL] And the claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] great thank you and sorry it was the timely for this policy.
[AGENT][NEUTRAL] There is no timeline filing limit?
[AGENT][NEUTRAL] And then once the claim has been processed, we do have a portal [PII] that you should be able to check our claim status in and the website for that portal is secured.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I will do that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh huh, that's correct. Alright, well, is there anything else that I could help you with this morning, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, nope, nope, that'll be it.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.