AccountId: 011433970860
ContactId: 5427cafd-1671-4c7b-94b7-f164d8a0c57c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156919 ms
Total Talk Time (AGENT): 61004 ms
Total Talk Time (CUSTOMER): 54090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/5427cafd-1671-4c7b-94b7-f164d8a0c57c_20250224T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], um, my name is [PII]. I'm calling from Christi's Hospital. I was calling to check if there was a claim on file for a patient.
[AGENT][NEUTRAL] OK, I can check the claim status for you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and um, can I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is.
[CUSTOMER][NEUTRAL] Um, 01633180.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her uh.
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] It's 11-7-2024 and the total bill amount is $2,399.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for [PII], I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] Besides mailing and the claim, is there another way I can send it in?
[AGENT][NEUTRAL] Um, yes, you can fax it or you can send it electronically to us, um, with our payer ID.
[CUSTOMER][NEUTRAL] OK, can I get that payer ID and the fax number?
[AGENT][NEUTRAL] Sure. Mhm. So the payer ID is 60801.
[AGENT][NEUTRAL] And the um fax number is [PII].
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And that'll be attention APL claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.