AccountId: 011433970860
ContactId: 7ad7750f-f467-4e69-87e0-5e191b42b391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269309 ms
Total Talk Time (AGENT): 129750 ms
Total Talk Time (CUSTOMER): 72000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7ad7750f-f467-4e69-87e0-5e191b42b391_20250411T17:45_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is payment Doctor John Human's office. I have a couple of clients I need to check on.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII], you're needing to check claim status on 2 claims. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And [PII], are the claims uh for the same patient, just different dates of service or is it two different patients?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To, uh, one patient 2 dates.
[AGENT][NEUTRAL] OK. All right. Yes ma'am. Well, I can help you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] 02137759
[AGENT][NEUTRAL] Thank you one moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], the information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the first date of service and total bill amount?
[CUSTOMER][NEUTRAL] 6424 for $340.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for her for 64-2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and the, the second date is 12-4-24?
[AGENT][NEUTRAL] 124, OK.
[CUSTOMER][NEUTRAL] For 340 $340.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and there is also no claim on file for her for that data service.
[AGENT][NEUTRAL] Now because this is a supplemental policy, Pam, to the primary insurance when the claim is submitted to APL for review, we will also need for you to send a copy of the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For each data service as well and then I'm not sure if you already have our portal website or not but if we have processed the claim, you should be able to check claim status by going to our portal it's secured mhm the website is secured.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what's that?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Am [PII].
[AGENT][NEUTRAL] [PII], yes ma'[PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Alright and um while I have you on the phone, can I just verify the claim's address just to make sure I've got the right one.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes ma'am. It is TO.
[CUSTOMER][NEUTRAL] Um, I do have PO box.
[AGENT][NEUTRAL] OK, go ahead. It doesn't matter. Do you want me to give it to you or do you want me to either way?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Go, you can go ahead that's fine.
[AGENT][NEUTRAL] OK, uh, the claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I will get that refiled and I appreciate your time today, [PII], and you have a great weekend.
[AGENT][POSITIVE] Well, you're certainly, oh yes, ma'am, you too. Is there anything else, [PII], I can help you with?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] All right, bye bye.