AccountId: 011433970860
ContactId: 6fc0aec9-9a02-48b7-aa72-328ac28f81c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233740 ms
Total Talk Time (AGENT): 76956 ms
Total Talk Time (CUSTOMER): 88848 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6fc0aec9-9a02-48b7-aa72-328ac28f81c5_20250408T18:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and my last name initial [PII]. I'm calling from provider's office to claim status. Could you please help me?
[AGENT][POSITIVE] Sure, I'll be more than happy to 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] Yeah, it's [PII] [PII] and the patient number ID is [PII].
[AGENT][NEUTRAL] 1265656
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member's first name is [PII] and the last name is [PII]. The patient's 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 may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Yeah, the date of service is uh [PII], will amount $355 even.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[AGENT][NEUTRAL] And that was [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for [PII], I'm not.
[CUSTOMER][NEUTRAL] And I have another uh
[CUSTOMER][NEUTRAL] Yeah, and the two data services I have.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] For the same patient, I have under 2 date of services.
[AGENT][NEUTRAL] OK, so there's no claim on file for the [PII] claim for [PII].
[CUSTOMER][NEUTRAL] OK. OK. And then the date of service is uh
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] and uh [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] For, uh, um, for [PII] $408 even.
[AGENT][NEUTRAL] And for [PII]?
[CUSTOMER][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For [PII], bill amount $358 even.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for any of these dates of service.
[CUSTOMER][NEUTRAL] OK. Could you please help me with the uh effective in termination date?
[AGENT][NEUTRAL] Sure, hold on one moment. So the policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2 present, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And payer ID please?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Could you please tell me the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for providing the information. Have a great day. Bye.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, thank you, [PII]. Thank you for calling the information. Have a great day.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.