AccountId: 011433970860
ContactId: 785f20ce-9e57-4ed2-b81a-53a35e9aee75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286730 ms
Total Talk Time (AGENT): 133358 ms
Total Talk Time (CUSTOMER): 63185 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/785f20ce-9e57-4ed2-b81a-53a35e9aee75_20250106T18:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from office, and I'm looking for current status.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can hear you.
[AGENT][NEUTRAL] Did you say that your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII] and last name initial is [PII].
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, thank you and you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that, [PII] and what is your call back number?
[CUSTOMER][NEUTRAL] Callback number is [PII] with the extension [PII].
[AGENT][NEUTRAL] Thank you and how many claims, [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] I have only one member.
[AGENT][NEUTRAL] OK, and what is that member's policy number please?
[CUSTOMER][NEUTRAL] Yeah, it is 020.
[CUSTOMER][NEUTRAL] 06183.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you today would be a verification of benefits about a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Day of service and total bill amount please.
[CUSTOMER][NEUTRAL] Date of service is [PII] and total charge amount is $6200 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said that the um total bill amount is 6200, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I do not have a claim on file for this member for that data service and that total bill amount.
[CUSTOMER][NEUTRAL] OK, and member is active on the date of service.
[AGENT][NEUTRAL] Yes, this policy has an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is active
[CUSTOMER][NEUTRAL] OK, can you please provide me the mailing address?
[AGENT][NEUTRAL] Yes, the mailing address for claims is [PII].
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK, and what is the time finding limit?
[AGENT][NEUTRAL] There is no TF there is a timely filing.
[AGENT][NEUTRAL] You will also have to send, we, we must have a copy of the primary insurance company's explanation of benefits along with the claim for review.
[CUSTOMER][NEUTRAL] OK. Can you please provide me the pay ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] The fax number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, thank you I'm done with this. Can you just provide me call reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It would be my name and today's date and then also we do have our portal for claim status to be checked and also explanation of benefits to be printed from and to get that information you would go to [PII].
[CUSTOMER][NEUTRAL] It is we need to sign up for this port.
[AGENT][NEUTRAL] You would, you would create your own username and password.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I'm done thank you so much.
[AGENT][POSITIVE] Alright well thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.