AccountId: 011433970860
ContactId: 5941d27f-105f-4118-97d9-7a3eaa3084a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363239 ms
Total Talk Time (AGENT): 104839 ms
Total Talk Time (CUSTOMER): 107696 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/5941d27f-105f-4118-97d9-7a3eaa3084a0_20250408T15:24_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] calling from Apria Healthcare on a recorded line.
[CUSTOMER][NEUTRAL] Does that kind of claim status?
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today, [PII]. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 0191287 M as in Mike, L as in Lima, number 8.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that was 0191287?
[CUSTOMER][NEUTRAL] 87 ML 8.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the patient's last name and first name?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. So the patient's first name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] All right, let me do a search by name because that policy number didn't bring anything up. One moment. Is the first name spelled [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] Yes, it is. It starts from [PII]
[AGENT][NEUTRAL] There's an [PII]
[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] It's so crazy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] And the amount is $1,015.64. It is $1015.64.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you mod
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you please tell me
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK. So there is no claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so now I need to resubmit this claim?
[AGENT][POSITIVE] Yes, it can be resubmitted.
[CUSTOMER][NEUTRAL] OK. Can you please verify the payer ID and the address, please?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, and really.
[AGENT][NEUTRAL] Claimss mail yeah, claims mailing address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You just
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Zip code is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] And can I have the card reference?
[CUSTOMER][NEUTRAL] Yes, uh, can you please, uh, provide me the LDP.
[CUSTOMER][NEUTRAL] Effective date?
[CUSTOMER][NEUTRAL] As the member.
[AGENT][NEUTRAL] Uh, effective date is [PII].
[AGENT][NEUTRAL] Policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Can I have the call reference number?
[AGENT][NEUTRAL] You're welcome. Call references my name with my last initials and today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you and have a great day. Goodbye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.