AccountId: 011433970860
ContactId: 7fa24cd4-f0e6-4551-95eb-20625f888f89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249809 ms
Total Talk Time (AGENT): 76759 ms
Total Talk Time (CUSTOMER): 92200 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/7fa24cd4-f0e6-4551-95eb-20625f888f89_20250429T15:19_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] Yeah, hi, [PII]. This is [PII]. Our last initial is [PII].
[CUSTOMER][NEUTRAL] And I need a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 00 sorry, 01897883.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] Alright, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It wasn't a
[CUSTOMER][NEUTRAL] First name is.
[CUSTOMER][NEUTRAL] Uh, [PII], last name is [PII]. Date of birth is [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] Uh, date of service is going to be [PII]. Charge amount is 800.
[CUSTOMER][NEUTRAL] 50, uh sorry, $821.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so there's no claim on file for [PII] for that date of service.
[CUSTOMER][NEUTRAL] Uh, I resubmitted that claim last time. I did call the same issues she, she said to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I just submitted on [PII].
[AGENT][NEUTRAL] And how did you send the claim?
[CUSTOMER][NEUTRAL] Electronically.
[AGENT][NEUTRAL] OK, and what payer ID was used?
[CUSTOMER][NEUTRAL] And the payer ID is
[CUSTOMER][NEUTRAL] 60801. Is it correct?
[AGENT][NEUTRAL] Yes, that's correct. Um, you also have the option to fax or mail it, but we have not received the claim.
[CUSTOMER][NEUTRAL] OK. What, what's your fax number?
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's attention APL claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Attention.
[CUSTOMER][NEUTRAL] APL claim department. OK.
[CUSTOMER][NEUTRAL] All right. Got it. And uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. So, uh, this claim is
[AGENT][NEUTRAL] All right. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no. So this claim is paid by PM.
[CUSTOMER][NEUTRAL] So, do you need any family insurance detail?
[AGENT][NEUTRAL] Yes, we'll need the um explanation of benefits from the primary insurance and the itemized billing.
[AGENT][NEUTRAL] From the provider.
[CUSTOMER][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] OK. Got it.
[CUSTOMER][POSITIVE] OK thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I do hope you have a great day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye bye.