AccountId: 011433970860
ContactId: 5f4ddffd-2bd3-4c93-a13b-a45fbc954bc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216589 ms
Total Talk Time (AGENT): 90214 ms
Total Talk Time (CUSTOMER): 80971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/5f4ddffd-2bd3-4c93-a13b-a45fbc954bc1_20250210T19:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm trying to follow up on a claim for a patient.
[AGENT][POSITIVE] All right, I'll be more than happy to help you with your claim status. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02549625
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is this for his dental policy or medical?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. May I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, yeah, it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] Um, what I have is 360, but it might show a little bit higher on your end.
[AGENT][NEUTRAL] OK, um, so actually I'm not showing that any claim, so we haven't processed any claim for him. Um, there's no claim on file, but there's no timely filing limit. Um, the policy has been active since [PII].
[AGENT][NEUTRAL] Um, so you can still file the claim, we just haven't received it.
[CUSTOMER][NEUTRAL] Was that the correct ID number I gave you?
[AGENT][NEUTRAL] Yes, 2549625 is his policy number.
[AGENT][NEUTRAL] What, um, do you know how it was sent? Oh, go ahead.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] I sent it electronically, but he has since got a new insurance, so I can't do that again. It won't let me, but is y'all's claims address the [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I will mail this out then print.
[CUSTOMER][NEUTRAL] And are y'all, OK, yeah, and he's no longer active, correct?
[AGENT][NEUTRAL] Um, let me check. No, I believe it is. Hold on one moment.
[AGENT][NEUTRAL] Yes, the policy is active.
[CUSTOMER][NEUTRAL] Does he have a new ID number for [PII]?
[AGENT][NEUTRAL] Um, no, we don't give like new ID cards or numbers each year.
[CUSTOMER][NEUTRAL] OK, yeah, because he gave us a new insurance, so.
[AGENT][NEUTRAL] So this one, this 1 may have, this one, they may not be renewing again. It's a, it's a staffing agency. So once we're notified, we'll go ahead and close the policy or handle it at that time.
[CUSTOMER][NEUTRAL] OK, I got you OK and um what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah