AccountId: 011433970860
ContactId: 774c8a7f-2394-4bc5-a132-60e4af5efa39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230539 ms
Total Talk Time (AGENT): 96747 ms
Total Talk Time (CUSTOMER): 59074 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/774c8a7f-2394-4bc5-a132-60e4af5efa39_20250325T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from SSM Health Saint Anthony Hospital, and I'm calling to check the status of a medical claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status. And Ms. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] It is [PII] and that is direct patient policy number is 02131819.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [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 for the claim and the total bills?
[CUSTOMER][NEUTRAL] It is [PII] with a total charge of $49,0053.20.
[AGENT][NEUTRAL] OK, hold on one moment, the [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you mind if I place you on just a brief hold while I look through these claims?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 88 I'm missing a number right there. Hold on.
[AGENT][NEUTRAL] 355-716-6
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. So, we did receive two claims for that data service, not the date range, but just for [PII], however, it's a different provider and it's a way lower total bill. So we don't have your claim on file, but there's no timely filing, so you could still file if you need to.
[CUSTOMER][NEUTRAL] OK, do you have a fax that we can fax that primary EOB to you with the along with the client or it have to be mailed?
[AGENT][NEUTRAL] Yes, ma'am. No, no, you can fax it or you can send it electronically too. Um, I can give you the fax number.
[CUSTOMER][POSITIVE] OK. I'm ready.
[AGENT][NEUTRAL] Alright. So it's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And then that'll be attention APL claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Attention APL.
[CUSTOMER][NEUTRAL] Cu.
[CUSTOMER][NEUTRAL] OK. And do you have a reference number for our call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and that's [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help and you have a good day.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You too. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, not at this time, thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. You're welcome. Have a great week. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.