AccountId: 011433970860
ContactId: 62ec99cb-663b-4bfa-ad51-535edc41b533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324730 ms
Total Talk Time (AGENT): 136394 ms
Total Talk Time (CUSTOMER): 78691 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/62ec99cb-663b-4bfa-ad51-535edc41b533_20250218T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APS. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, is that a meeting a claim status for a patient, please.
[AGENT][NEGATIVE] I am so sorry, but there is a terrible echo on the line. I could not understand what you said.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm sorry, can you hear me?
[AGENT][NEUTRAL] Uh, say something else. That's much better. Yes. I'm sorry, but you'll have to repeat cause I couldn't understand what you were saying initially.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem. I am needing claim status for a patient, please.
[AGENT][NEUTRAL] OK, you have one patient to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Yes, just one.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] It is 02462791.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] And to call any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the data service price and total bill amount?
[CUSTOMER][NEUTRAL] It is 812 $20244131.50.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again, you said that the total bill amount was 431.50. Is that correct?
[CUSTOMER][NEUTRAL] No, ma'am it's $131.50.
[AGENT][NEUTRAL] 131.50, is that correct? OK, so we do not have a claim on file for her for that data service and total bill amount.
[CUSTOMER][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, and she is active for this data service?
[AGENT][NEUTRAL] Uh, yes, ma'am. uh, let's see.
[AGENT][NEUTRAL] Yes, that is correct. The policy has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] OK, and, and can we fax this to you guys or do we need to mail it?
[AGENT][NEUTRAL] No, it can be faxed and our secured fax line is [PII] attention claims, and you will also need to include a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] And then once we have processed our claim, [PII], we do have a portal in which you should be able to check our claim status and also have access to our EOB by going to secured. [PII].
[CUSTOMER][NEUTRAL] OK, I, I actually was trying to register for that portal but it wasn't accepting any, uh, it wouldn't accept the patient account number I was trying to set to use to set it up so.
[AGENT][NEUTRAL] Yes, and if we have not yet received a claim on the member, we would not have that patient account number for you all on file because that's the account number you have for the patient, not their APO policy number. So, yes, ma'am, that would be why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Understood.
[CUSTOMER][NEUTRAL] OK, understood. OK, and can I get a reference number for this call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] And what was your name again? I apologize it cut out in the beginning.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Well, you, I hope you have a great day too, [PII], that's all I can help you with. Thank you again for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][POSITIVE] Yes, you're welcome. Bye