AccountId: 011433970860
ContactId: 54312c81-f049-41f9-922d-d711bd877268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453609 ms
Total Talk Time (AGENT): 184330 ms
Total Talk Time (CUSTOMER): 177382 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/54312c81-f049-41f9-922d-d711bd877268_20250131T17:36_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, [PII]. This is [PII] calling from provider's office to check on a claim status and [PII].
[AGENT][POSITIVE] I'm doing fine. I'm so sorry, what was your name?
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][NEUTRAL] [PII], OK. And [PII], you're needing status for one claim, is that correct?
[CUSTOMER][NEUTRAL] I have 2 claims.
[AGENT][NEUTRAL] OK. Are the claims for the same patient or different patients?
[CUSTOMER][NEUTRAL] It's for different patient but for same group.
[AGENT][NEUTRAL] OK, yes, [PII], I can help you. And what is your callback number?
[CUSTOMER][NEUTRAL] Sure, and the callback number is [PII].
[AGENT][NEUTRAL] Thank you and [PII] any information that I provide for you today on the claims that I checked will be a verification of benefits and not a guarantee of payment. Also you will use my name that I gave you along with today's date as your call reference number for each. And then [PII], if we do have the claims on file and you need a copy of the explanation of benefits, you may print them by going to our portal at [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] like that.
[AGENT][NEUTRAL] Uh, excuse me, [PII]. So let me say that again, [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let's see if you get.
[CUSTOMER][POSITIVE] Yeah, OK. Thanks for this information, [PII].
[AGENT][NEUTRAL] All right. And so what is your patient's, the first patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's 14624. Sorry, sorry for that. It's 1462943.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And [PII], any information as I stated before that I provide for you today would be a verification of benefits and not a guarantee of payment. So on this policy, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Sure, and the patient's name is [PII] and the date of birth is [PII]. Sure.
[AGENT][POSITIVE] OK, one moment. Thank you.
[CUSTOMER][NEUTRAL] What do I mean.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And he's still like.
[AGENT][NEUTRAL] And Charlie, what is the data service and total bill amount for her?
[CUSTOMER][NEUTRAL] Sure, and the date of service is [PII]. And the total amount is $120 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's taking a moment to load this information for me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and you said the total bill amount is $120 is that correct? For $627 of 2024?
[CUSTOMER][POSITIVE] Yeah, yeah, that's right.
[AGENT][NEUTRAL] OK [PII], we do not have a claim on file for her for this data service.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And total bill amount.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And we just submitted a claim to, yeah.
[AGENT][NEUTRAL] And because
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] We just submitted the claim to mailing address to [PII].
[AGENT][NEUTRAL] OK, that's a very old PO box for claims we no longer use that PO box.
[AGENT][NEUTRAL] The correct PO box is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], because this is a supplemental policy 60801.
[CUSTOMER][NEUTRAL] Yeah, OK. And may I also know the pay ID please?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And we will also have to have a copy of her primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Along with the claim for review.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah, OK, thanks for providing this valuable information, [PII]. And yeah, still I have, and what are the time if I for me for submitting your claims.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] There is no timely filing limit?
[CUSTOMER][NEUTRAL] Yeah OK.
[CUSTOMER][POSITIVE] Thanks for this information to you and can I monitor the next?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. And your next patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's
[CUSTOMER][NEUTRAL] It's 01462911.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what is your patient's name and date of birth on this one?
[CUSTOMER][NEUTRAL] It's [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And the data service and total bill amount.
[CUSTOMER][NEUTRAL] Sure, and the retail service is [PII], 2024 and the bill amount is $120 even.
[AGENT][NEUTRAL] 120, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's right. Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and I, and again that is for 7-172024 and total bill amount of $120 is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, that's right.
[AGENT][NEUTRAL] OK, there is no claim on file for this number either.
[CUSTOMER][NEUTRAL] Yeah, OK. And may I also know the effective date for the members, please, [PII]?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Thanks for providing this. Yeah, and thank you for your, sir, and have a lovely day and have a great weekend too.
[AGENT][POSITIVE] You're welcome. Yes, sir. Uh.
[AGENT][POSITIVE] I, I hope you have a great weekend too, [PII], and if that's all I can help you with, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] Bye-bye.