AccountId: 011433970860
ContactId: 5a231aed-5dea-44cc-bdcf-15099f1a1a86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414920 ms
Total Talk Time (AGENT): 147199 ms
Total Talk Time (CUSTOMER): 146155 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/5a231aed-5dea-44cc-bdcf-15099f1a1a86_20250304T16:07_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] Hello, this is [PII]. I'm from provider checking on claim status.
[AGENT][NEUTRAL] I'm sorry, what was your first name?
[CUSTOMER][NEUTRAL] Can I get your good name, please, once again?
[AGENT][NEUTRAL] Yes, what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII] just a moment, please.
[AGENT][NEUTRAL] I have it, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] Yes, [PII], thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] OK. It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a moment. [PII] and
[CUSTOMER][NEUTRAL] [PII] with extension [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], my name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And OK, and tell me how many claims do you have to check status on today?
[CUSTOMER][NEUTRAL] Uh, I have to claim for the same patient and the same provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And what is your uh patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Patient what see.
[CUSTOMER][NEUTRAL] Uh, it is 1360272.
[AGENT][NEUTRAL] OK, thank you and [PII] um any information that I do provide for you today will be a verification of benefits and not a guarantee of payment also you will use my name along with today's date as your call reference number and if we do have the claims on file, you would use, um sorry, and you need a copy of the primary insurance? Let me start that over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If we have the claim on file for your patient and you need a copy of the explanation of benefits, you may print that directly from our portal by going to secured. [PII].
[AGENT][NEUTRAL] And what is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show he had been the subscriber on this policy.
[AGENT][NEUTRAL] This policy had an effective date of [PII].
[AGENT][NEUTRAL] And it turned [PII], and there is no other active policy with our company.
[CUSTOMER][NEUTRAL] And the term date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is your date of service after [PII]?
[CUSTOMER][NEUTRAL] So, the patient,
[CUSTOMER][NEUTRAL] So the patient is not eligible for the data service.
[AGENT][NEUTRAL] Uh, what is your date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] No, sir, and we do not have a claim on file for him for that date of service either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, [PII]. Uh, can we go for next?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For next what? Data service for the same patient?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, for the same patient. Uh.
[AGENT][NEUTRAL] What is the OK, so on the [PII] data service, what is the total bill amount?
[CUSTOMER][NEUTRAL] Uh, uh, [PII], it is $20202 even.
[AGENT][NEUTRAL] Total
[AGENT][NEUTRAL] OK. So give me just a couple of moments if we're going to check them anyway.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, what is your next date of service and total bill amount?
[CUSTOMER][NEUTRAL] For which?
[CUSTOMER][NEUTRAL] Mm, the other, the other one.
[AGENT][NEUTRAL] OK, you said that you had 2 claims for this patient.
[CUSTOMER][NEUTRAL] OK, OK. So the, another one date of service is [PII] and the bill amount is, is what $298 even.
[AGENT][NEUTRAL] OK, no claim on file.
[CUSTOMER][NEUTRAL] Same.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] So, it's when the patient is not eligible for the date of service. Uh, am I, am I correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment please, [PII].
[AGENT][NEUTRAL] And is there any
[CUSTOMER][NEUTRAL] Yes, just a moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh hello?
[AGENT][NEUTRAL] Yes. Uh-huh, I am here.
[CUSTOMER][POSITIVE] Oh, OK. OK. Thank you, [PII], for your goodness.
[AGENT][POSITIVE] Oh, you're very welcome.
[AGENT][NEUTRAL] And is there anything else, [PII], I could help you with today?
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] No, no. Thank you. Thank you, [PII]. Bye-bye.
[AGENT][POSITIVE] You're very welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] You also have a very nice day.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.