AccountId: 011433970860
ContactId: 7845ec8d-45d9-471b-a72a-4ae1a8e7018b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297660 ms
Total Talk Time (AGENT): 142088 ms
Total Talk Time (CUSTOMER): 128845 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/7845ec8d-45d9-471b-a72a-4ae1a8e7018b_20250402T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I need to check to make sure you got a claim and you're working on it.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], are you the insured or are you with a provider's office?
[CUSTOMER][NEUTRAL] I'm with the provider's office.
[AGENT][NEUTRAL] Got it OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] What I have for the patient, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You guys are her secondary insurance, um, and I have 02581801 ML7.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] I have, um, [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Hold on
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] I have to go to another screen.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] was um $300.
[AGENT][NEUTRAL] 300, OK.
[AGENT][NEUTRAL] And uh what was the uh provider's office this was with?
[CUSTOMER][NEUTRAL] This is uh Doctor [PII].
[AGENT][NEUTRAL] Do you have that tax ID by chance?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we have not yet received that claim [PII]. I've got one claim for that date of service. It is for a different amount and for a different provider.
[CUSTOMER][NEUTRAL] OK, can you check a second one for me?
[AGENT][NEUTRAL] Uh, sure, for the same number?
[CUSTOMER][NEUTRAL] Same members just another date and another amount because I sent them by the mail because I because I had to send the explanation of benefit and I just wanted to know if you had received it.
[AGENT][NEUTRAL] Sure, but this was
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, this is the only claim I have on file for this number, um, is for that date of service [PII], but it is a different tax ID correct? that's the only one that I've got so far for this number.
[CUSTOMER][NEUTRAL] Um, the next
[CUSTOMER][NEGATIVE] At all.
[CUSTOMER][NEUTRAL] OK, can you give me the mailing address again just to make sure that I'm sending it to the right place?
[AGENT][NEUTRAL] Absolutely, yes, and then I.
[AGENT][NEUTRAL] Sure, I've got that and then I've also got a a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] Um, I don't, unfortunately I don't have a fax.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but if you can give me the mailing address.
[AGENT][NEUTRAL] Of course, yeah.
[CUSTOMER][NEUTRAL] Because I payer ID wouldn't work because I still have to send the explanation of benefits.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] So you can see what the primary insurance did. OK.
[AGENT][NEUTRAL] Right, OK, so our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, let me just ask you one last question. I sent them out on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The [PII]. Normally how long does it take you guys to open your mail?
[AGENT][NEUTRAL] Well, as far as opening the mail, I couldn't tell you, um, I do know just general rule of thumb, um, depending on where it's being sent from, of course, um, to allow at least a couple of weeks for mail to get to us and then of course that would then have to be sorted and put with the correct um policy and such so if it was just sent on the [PII] I would maybe give it another maybe call back next week um to check on that if not it might need to be resent to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Before I send it out again, OK, alright, OK.
[AGENT][NEUTRAL] Right, yes, ma'am.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK, if I can have a reference number? No, if I can have a reference number.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] Definitely that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much you have a wonderful afternoon.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.