AccountId: 011433970860
ContactId: 6f99da5d-278e-46eb-a24a-76df38671ee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284350 ms
Total Talk Time (AGENT): 83432 ms
Total Talk Time (CUSTOMER): 119392 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6f99da5d-278e-46eb-a24a-76df38671ee7_20250611T13:35_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi, easy. This is [PII] I'm checking my the claim status. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm doing good. Thanks for that.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. First, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Oh, sure. Give me one second.
[CUSTOMER][NEUTRAL] It's 013.
[CUSTOMER][NEUTRAL] 366
[CUSTOMER][NEUTRAL] 88 M as in Mary, L as in Lima, S as in Sam.
[AGENT][NEUTRAL] I'm sorry, please repeat that number.
[CUSTOMER][NEUTRAL] 013
[CUSTOMER][NEUTRAL] 36688 M as in L as in Lima. S as in Sam.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] [PII], total charge $12,412 even.
[AGENT][NEUTRAL] OK. Thank you, [PII] I'm not showing that claim on file for her. Um, would you like to verify how the claim was submitted?
[CUSTOMER][NEUTRAL] Uh, sure. Uh, we submitted to electronically on [PII].
[AGENT][NEUTRAL] Um, was it mailed or faxed in or how was it submitted?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Please submit it through electronic.
[AGENT][NEUTRAL] And what pair ID did you use?
[CUSTOMER][NEUTRAL] Actually it's not. Could you please confirm the, uh, like mailing address once on my end it's showing [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So one moment how this is connecting.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Please forward me the time for the time.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Please repeat the question?
[CUSTOMER][NEUTRAL] Yeah, could you please call me the time the final minute to submit the claim.
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. And can I get the payer ID?
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Got it. Thank you. And could you please provide me the policy effect on confirmation and.
[AGENT][NEUTRAL] Yes, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. Thank you. And is there any fax number as well?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And please attention it to the claims department.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Got it. And just to make sure you are the second insurance for this number, right?
[AGENT][NEUTRAL] Yes, this is secondary coverage.
[CUSTOMER][POSITIVE] Thanks so much for the confirmation.
[CUSTOMER][NEUTRAL] And just to make sure you didn't receive any claim or because of claim for this one, correct?
[AGENT][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] Do this date of service.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. Can I get the call?
[AGENT][NEUTRAL] Yes, for the call reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's fine. Thank you so much for your assistance. Have a good day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII] Thank you for calling APL um bye.