AccountId: 011433970860
ContactId: 7471c75a-cf31-495a-8447-c6f46f1b728d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328940 ms
Total Talk Time (AGENT): 111440 ms
Total Talk Time (CUSTOMER): 118247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/7471c75a-cf31-495a-8447-c6f46f1b728d_20250410T12:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on some claims for patients.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], I'm sorry, you said that you're checking for claim status or benefit information.
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, so it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, so [PII], it's [PII].
[AGENT][NEUTRAL] OK, thank you for that information and we're checking claim status for what date of service?
[CUSTOMER][NEUTRAL] And there's two, there's one for [PII].
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] And one for [PII]. 0 sorry, the amount was 287.
[AGENT][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] For both of them?
[CUSTOMER][NEUTRAL] What's up?
[AGENT][NEUTRAL] Is that the charge for both dates of service?
[CUSTOMER][NEUTRAL] No, that was, no, that was just the first one, so the data service, hold on one second, let me go back here, so data service 31325 is 287.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then data service 32825 is 528.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And just to let you know, I know on the.
[CUSTOMER][NEUTRAL] One for 287 we got an EOB that said we are waiting info to confirm eligibility for benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And a card.
[CUSTOMER][NEUTRAL] So I'm like OK I don't understand that but.
[AGENT][NEUTRAL] You know we're just uh confirming with the employer the eligibility information. It's still in that status and when did you submit the second one for [PII]? Just recently?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] OK. We have you that.
[CUSTOMER][NEUTRAL] And it was sent with X-rays and perio attorney, huh?
[AGENT][NEUTRAL] OK, so we have 2 pending. Let me see if one of these are from your office.
[AGENT][NEUTRAL] OK, so for the [PII] 28, 25 data service for 528 I'm showing it received on [PII] and it's in line to be processed. It hasn't been reviewed at this time but next in line.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] For processing.
[CUSTOMER][NEUTRAL] Spect to OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it looks like we received that twice received it again on the [PII].
[CUSTOMER][NEUTRAL] Huh, that's weird. OK, so claim is mind.
[AGENT][NEUTRAL] Any other questions Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, let me check and do, his wife also, I guess I should check that too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Verify her name and date of birth?
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Her
[CUSTOMER][NEUTRAL] The wife is [PII].
[CUSTOMER][NEUTRAL] Hold on, let me get in here. [PII] Her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And then her data service is 31425 and the amount of 399.
[AGENT][NEUTRAL] And did you have any more for her?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was this for cleaning, a panel, by wing, or valve?
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] OK, so the status is the same with this one, we're trying to confirm, uh, information with the employer, um, that they usually respond pretty promptly, uh, once that information has been verified we'll go back in and and continue that process, the process of each of these claims.
[CUSTOMER][NEUTRAL] Do you know about how long they take?
[AGENT][NEUTRAL] Uh, we can't gauge how long it takes for them to get it to us, but once they receive it, it's usually within 5 to 7 business days, if not sooner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, um, we will wait for that thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh huh bye bye bye