AccountId: 011433970860
ContactId: 804ebd67-b85c-470b-af48-cdd2bac80cd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463859 ms
Total Talk Time (AGENT): 208903 ms
Total Talk Time (CUSTOMER): 135532 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/804ebd67-b85c-470b-af48-cdd2bac80cd6_20241230T22:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I was calling to check the status of a claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, uh, are you the insured or are you with a provider?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 020.
[CUSTOMER][NEUTRAL] 13247
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying thatita and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry it kind of cut out there at the beginning. Could you repeat that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what was the bill amount please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Total bill amount was 1890.
[AGENT][POSITIVE] OK, got it, thank you one moment please.
[AGENT][NEUTRAL] OK, that 1890, was that the amount uh before major medical paid?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have the amount after the remaining amount?
[CUSTOMER][NEUTRAL] Um, the due amount is 3:15.
[AGENT][NEUTRAL] 3:15 OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what was the name of the provider's office?
[CUSTOMER][NEUTRAL] Uh, Grace Anesthesia consultants.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I did find this claim looks like we did pay that full benefit me just a moment, I'll get that information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, did you need the claim number?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, it is 351-860-6.
[AGENT][NEUTRAL] And I'll get that check information as well.
[AGENT][NEUTRAL] OK, are you ready for the check number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it is 2008436.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what's the date of payment on that?
[AGENT][NEUTRAL] Yes, I am showing this check was issued [PII] and it has not cleared. So I can go ahead and get that um check voided and reissued to you. Uh, let me verify the, oh, go ahead, sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead. That's what you were gonna ask me is what I was gonna ask.
[AGENT][NEUTRAL] Yes, the address, yes, right, OK, so the address I've got is uh [PII], um.
[CUSTOMER][NEUTRAL] Um, yes, um, with [PII], but the mailing address for payments is different.
[AGENT][NEUTRAL] OK. What was the mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so since the address we had on here was incorrect, um, there will have to be a different claim form filled out with that correct information from y'all, um, but I will go ahead and make a note of this.
[AGENT][NEUTRAL] And let them know um did you want me to send you a copy of this EOB so you have it for your records?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK, do you have a fax number?
[CUSTOMER][NEUTRAL] Uh yes. Um, it's 855.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 462-300-06
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and would I just put this to your attention, Ia?
[CUSTOMER][NEUTRAL] Yes. And then
[AGENT][NEUTRAL] OK, could you spell your name for me?
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I guess what I would like to know, like, am I able to submit this um electronically?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely, um, I do have a payer ID. Let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I was about to ask you for that. What is that?
[AGENT][NEUTRAL] Yes, it is 60801.
[CUSTOMER][NEUTRAL] 60801, um, because I believe, now do I need to send you guys like a W-9 with the address or something because I think.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] You absolutely can. You absolutely can, yes.
[CUSTOMER][NEUTRAL] OK. All right, so yeah, go ahead and give me that information so we don't have that problem in the future because I think on the claim form it doesn't put a mailing address.
[AGENT][NEUTRAL] OK, yeah, um, so, OK, yes, we got the pair ID, um, I can give you a fax number and a mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so um mailing address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then that fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, that's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I got that.
[CUSTOMER][NEUTRAL] Alright, so I will resubmit that and I also will resubmit like a W9 so you guys have the correct information.
[AGENT][POSITIVE] Sounds good. OK, and then I will get this EOB it's been sent to you right now. Um, should get it here in maybe about 10-15 minutes depending on how busy your machine is.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'd be it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a happy new year.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you bye bye.