AccountId: 011433970860
ContactId: 5cc3a6de-8dd7-4708-ad0d-ff8887e7f3da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350100 ms
Total Talk Time (AGENT): 88200 ms
Total Talk Time (CUSTOMER): 128165 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/5cc3a6de-8dd7-4708-ad0d-ff8887e7f3da_20250505T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have 2 claims for a patient that I'm trying to get claim status for.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And that's a direct line.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] Well, the policy that they have on here, I don't think is um is right, but I'll give you the one that's on the claim um D 46001107.
[AGENT][NEUTRAL] Um, yeah, that's through, I think that's through 90 degree, but, uh, what's the last name?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEGATIVE] I don't think she has insurance through
[CUSTOMER][NEUTRAL] That one anymore I think it's for you guys and I guess um.
[CUSTOMER][NEGATIVE] What I need to, I need to figure it out she's not bringing in her cards and I don't know where they're getting these numbers from when they check her in so.
[AGENT][NEUTRAL] What's her first name?
[CUSTOMER][NEUTRAL] Kinda doing.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 211
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And then what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] So that was the right ID number?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] No, the, the policy number is 0211.
[AGENT][NEUTRAL] 0673.
[CUSTOMER][NEUTRAL] That's what I thought, OK. Cause it's uh
[CUSTOMER][NEUTRAL] I don't know what happened there, but OK, that's exactly what I thought. OK, thank you, that's why I called you but um go ahead, go ahead, I'm sorry.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] What was the bill charges on that data service?
[CUSTOMER][NEUTRAL] Oh, the first one, they're both for the same date, and the first one is for $815.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, it looks like we processed that, um.
[AGENT][NEUTRAL] Received 318, processed on the same date and
[AGENT][NEUTRAL] Uh, benefit maximum for the date of service was met.
[AGENT][NEUTRAL] This is a very limited hospital indemnity plan, so it has a very limited payout for benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, would you be able to, um, fax me the EOBs for those two?
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Let me get your fax number.
[AGENT][NEUTRAL] And what's your facts?
[CUSTOMER][NEUTRAL] It's [PII]. I'm sorry, that's my phone number. It's [PII].
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then did you say you had another data service?
[CUSTOMER][NEUTRAL] I did. It's the same date, [PII] at [PII], and that one is for 700.
[AGENT][NEUTRAL] Uh, that one received 318, process 318, and let's see, I think it's gonna be the same.
[AGENT][NEUTRAL] Uh, calendar year maximum has been met.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you wouldn't happen to have um claim numbers for those, would you?
[AGENT][NEUTRAL] Uh, yeah, it's uh first one is 3577437.
[AGENT][NEUTRAL] Second one is 357-7441.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. And then I guess um all I need is a call reference number for you from you if you have one.
[AGENT][NEUTRAL] Uh, it's just my name, uh, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a good day.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.