AccountId: 011433970860
ContactId: 68cb05a4-513f-45aa-b2cb-a303e28dcce8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250279 ms
Total Talk Time (AGENT): 113190 ms
Total Talk Time (CUSTOMER): 85632 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/68cb05a4-513f-45aa-b2cb-a303e28dcce8_20250425T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling on behalf of Lincoln County Ambulance District, and I'm just trying to obtain a claim status, please.
[AGENT][NEUTRAL] OK [PII], you're wanting to check claim status for one number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] We have a 01828763.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please to get this member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is, well, first off, any information provided would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the date of service and total bill amount for him please, [PII]?
[CUSTOMER][NEUTRAL] 12 5 2024 build amount is one second.
[CUSTOMER][NEUTRAL] $1290.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so [PII], I do not have a claim on file for him for data service 125-2024 for that bill amount.
[CUSTOMER][NEUTRAL] OK, one second, let me see how this claim went out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have any claims on file for for him for this data service for us?
[AGENT][NEGATIVE] Not for you all. Yes, no, ma'am. I do not. So.
[CUSTOMER][NEUTRAL] OK, OK, and let me just, let me just verify the address that we have.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um, the address we have is gonna be a [PII].
[AGENT][NEUTRAL] No, [PII]. The zip code should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's [PII].
[AGENT][NEUTRAL] Yes, ma'am, that is correct. And [PII], because this is a supplement to his primary insurance, we will also need a copy of the primary insurance company's explanation of benefits as well for review.
[CUSTOMER][NEUTRAL] OK. OK. Can I?
[CUSTOMER][POSITIVE] OK, perfect, um.
[AGENT][NEUTRAL] And then once we have processed, oh I'm sorry, once we process our claim.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] No, go right ahead.
[AGENT][NEUTRAL] We have a portal that you should be able to check his claim status for us in, and that website for the portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much, and I'll get this claim sent right out, and can I just get a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Can you, can you repeat your name again? I apologize.
[AGENT][NEUTRAL] That's OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much, [PII], and I hope you have a great day and a wonderful weekend.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, thank you, likewise, and thank you so much for calling APL today if that's all I can help you with, [PII].
[CUSTOMER][POSITIVE] Yes, thank you so much bye bye.
[AGENT][POSITIVE] Uh-huh. You're welcome. Bye-bye.