AccountId: 011433970860
ContactId: 63c6016f-5840-42a4-9090-a7a70375e720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350529 ms
Total Talk Time (AGENT): 118939 ms
Total Talk Time (CUSTOMER): 142833 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/63c6016f-5840-42a4-9090-a7a70375e720_20250131T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] and I'm with M Health Fairview, and I am just calling on a claim here that, um, looks like we don't have the right address on the claim and so I just wanted to verify if this patient does have coverage with you and all that if I could before submitting.
[AGENT][NEUTRAL] OK, yes, I can help you with the eligibility and claim and you, what was your name again please, ma'am and your callback number?
[CUSTOMER][NEUTRAL] Sure, yeah, it's [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name?
[CUSTOMER][NEUTRAL] Um, patient's name. Oops, I just went into a different screen here. Um, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. And then what is Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] Oh, actually, you know what it's for the daughter, I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] Can I give you her date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm so sorry about that, [PII] and then it's [PII] [PII] is her date of birth and her ID number is [PII] [PII] [PII].
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] OK, alright, thank you so much and let me see if I can pull [PII] in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and it's 2 B's.
[CUSTOMER][NEUTRAL] So that's a little different with the spelling.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me look it up.
[AGENT][NEUTRAL] OK and um is this a dental claim or is it a medical claim?
[CUSTOMER][NEUTRAL] It's um it's a medical claim.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] All right, so looking um at Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The hospital indemnity plan is what she had. The effective date of it was [PII], and then the policy lapsed on [PII]. [PII], let me make sure that she was effective when mama was.
[AGENT][NEUTRAL] Yes, that's correct. She was effective on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I do have a claim here for 42 of 24. Um, is there a way that I could fax it to you or should I get that address updated?
[CUSTOMER][NEUTRAL] Because it should be the [PII], correct?
[AGENT][NEUTRAL] Yes ma'am, um, you're gonna send that to um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, you can re resubmit the claim if you want to do that.
[CUSTOMER][NEUTRAL] OK, what I'm wondering is, do you have a fax number that I should fax it to or should I just do it that way?
[AGENT][NEUTRAL] Let me look and see if I can find their fax number real quick for you.
[AGENT][NEUTRAL] Because they're different than APL with APL, but the claims go to them.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] I get it OK.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I can find their fax number.
[AGENT][NEUTRAL] Yeah, I'm not finding their fax number, um.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] But I do have their payer ID number if that would help you.
[CUSTOMER][NEUTRAL] I'll just send it.
[CUSTOMER][NEUTRAL] You know, and I'm wondering, I think I got that too is it the 64556?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, because I did see that on the card too, so I'll, that's exactly what I was just thinking and I'll just do it that way then so.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Good deal. Well, thank you for your help. Um, do you have a reference number by chance?
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] For the car.
[AGENT][NEUTRAL] You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Awesome OK well thank you very very much and I do hope you have a great rest of your day and a nice weekend.
[AGENT][POSITIVE] Thank you too, Ms. [PII]. I hope you have a blessed one too. Thank you very much for calling APL.
[CUSTOMER][POSITIVE] Have a good day. Thank you.
[AGENT][NEUTRAL] Mm bye bye ma'am.
[CUSTOMER][NEUTRAL] Bye.