AccountId: 011433970860
ContactId: 79209d6e-fd94-4579-a529-fb74d51729e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254089 ms
Total Talk Time (AGENT): 88168 ms
Total Talk Time (CUSTOMER): 91362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/79209d6e-fd94-4579-a529-fb74d51729e0_20250203T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes I'm calling to get the status of a claim.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Could you spell that one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. uh are you the uh with the provider?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII], it's a direct line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Um, 025. I have the member ID.
[AGENT][NEUTRAL] Sure, yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, 02506174.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and uh what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill amount please?
[CUSTOMER][NEUTRAL] $29,559 even.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, was that the amount um before major medical paid?
[CUSTOMER][NEUTRAL] Yes, that was, yes, that's the amount of charges, uh.
[AGENT][NEUTRAL] OK, do you happen to have that remaining balance?
[CUSTOMER][NEUTRAL] The only thing I see is the charge for the the amount I just gave you.
[AGENT][NEUTRAL] OK, sure, let's take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I can find a different because I do see notes on here let me see.
[AGENT][NEUTRAL] Um, what was the name of the provider's office that you're with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Macau Medical Sea coast.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because it looks like I see a note from the law firm saying that the 29559 is the balance for American public life.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't see a claim from that provider. Do you happen to have the tax ID?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it does not look like we've received this claim.
[AGENT][NEUTRAL] I've got 3 for that date of service and they're all from a different provider and a different amount.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, let me see what claim address it said it went to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is correct, yes, um, I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] So our fax number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that pair ID is 60801.
[CUSTOMER][NEUTRAL] Alright, OK, let me check one more thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm just trying to see if if it has the pay ID up here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I get that claim reset.
[AGENT][NEUTRAL] OK, sounds good um, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Oh, that's it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, it's.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.