AccountId: 011433970860
ContactId: 6148f613-d033-4065-ac27-6bf4a6419fb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309690 ms
Total Talk Time (AGENT): 108747 ms
Total Talk Time (CUSTOMER): 131862 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/6148f613-d033-4065-ac27-6bf4a6419fb2_20250409T20:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling um from ade office. I'm calling about a couple of claims for a patient of ours.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh yes, uh, contact number would be [PII] and uh the policy ID number I have is 1690735.
[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] and 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 uh may I have the dates of service and the total bill for the claims?
[CUSTOMER][NEUTRAL] Uh, yes, they're, they are pretty old, so I'm sorry, um, the first one is [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] For $161.
[CUSTOMER][NEUTRAL] And then do you want the next one as well?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the next one is [PII] for a total of $71.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the fees might be a little different because I, I know the office probably builds out the.
[CUSTOMER][NEUTRAL] Uh, office fee to you guys, so I don't know if you need me to give you the.
[CUSTOMER][NEUTRAL] Actual treatment that was done those days.
[AGENT][NEUTRAL] So, for the [PII], let me just see if there may be a claim on file. There's no policy that was active, but let me see if there's a claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] There's actually no claims on, so we don't have any history for this member. We haven't processed any claims for her.
[CUSTOMER][NEUTRAL] OK, um, so can you tell me, did she have coverage on those dates of service?
[AGENT][NEUTRAL] Mhm. Hold on, let me go back to the date. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] June.
[AGENT][NEUTRAL] So they would both be good. OK, so the policy number is correct. It was active from [PII].
[AGENT][NEUTRAL] So you can still file the claim for the [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, alright, so I have the policy number right and then let me make sure, um, do you have, I have a payer ID number of 60801, is that correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and I have her group number is 70,030.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then I have a claims mailing address as [PII].
[AGENT][NEUTRAL] OK, no, so that's the old claims mailing address. Let me give you the new one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] Alright, so our client's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] OK, alright, very good then. OK, so I will get that June um.
[CUSTOMER][NEUTRAL] Data service resubmitted and I will make a notation that it termed.
[CUSTOMER][NEUTRAL] [PII]. OK, OK, great, can I get your name again? I'm so sorry.
[AGENT][NEUTRAL] Sure, it's OK. My name is [PII] [PII].
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you have a reference number for the call by chance?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, alright, alright, and I really appreciate your help thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.