AccountId: 011433970860
ContactId: 5df45638-db9b-4f4c-815b-64691ab23b78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310450 ms
Total Talk Time (AGENT): 125082 ms
Total Talk Time (CUSTOMER): 116086 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/5df45638-db9b-4f4c-815b-64691ab23b78_20250327T17:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider office to checking on the claim status. My first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII]. And the first initial to my last name is [PII].
[AGENT][NEUTRAL] And you said that you're needing to check one claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. That is a direct line.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. 018.
[CUSTOMER][NEUTRAL] 07080 M for Mike L for Lima 8.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is and [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But I.
[AGENT][NEUTRAL] The first place?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The first name is [PII] and the last name [PII] and date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, data service [PII]. The bill amount is 14571457.
[AGENT][NEUTRAL] 1457. OK, thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and again, that was [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for him for that data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is correct, no claim on file.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Can we check.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] There is no claim on file for [PII] data of service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I give you the number?
[CUSTOMER][NEUTRAL] Hi there.
[AGENT][NEUTRAL] Yes, sir, go ahead.
[CUSTOMER][NEUTRAL] Yeah, 202503-06005764.
[AGENT][NEUTRAL] OK, that is not an APL claim number. That is not an American public life claim number.
[CUSTOMER][NEUTRAL] Yeah please transfer that department.
[AGENT][NEUTRAL] [PII], this is a supplemental policy to the primary insurance. I don't know if maybe that is the primary insurance's claim number, but there is no claim on file for this gentleman for data service [PII]. Now, if you will file the claim with us, you will also need to send us the a copy of the primary insurance company's explanation of benefits because we will have to also have that for review.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And then once we have processed your claim, you may also check claim status for APL by going to our portal, and the website for our portal is [PII].
[CUSTOMER][NEUTRAL] Uh, the doctor.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] [PII], and my name and today's date would be your call reference number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is there anything else [PII], I can help you with today?
[CUSTOMER][POSITIVE] No, thank you for the day. Bye-bye.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a nice rest of your day.