AccountId: 011433970860
ContactId: 81d6d83b-612d-4f64-8cf3-6487c887462c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445679 ms
Total Talk Time (AGENT): 213295 ms
Total Talk Time (CUSTOMER): 121743 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/81d6d83b-612d-4f64-8cf3-6487c887462c_20250108T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Johns Hopkins Hospital about a claim status. Can you help me?
[AGENT][NEUTRAL] OK, and you said your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, and you're needing claim status, is that also correct [PII] for one claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What were the last 4 numbers, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, 02473092.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And then the information [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Is the policy still active?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] So, uh, I would like to know about the claim on [PII]. Is that on file?
[AGENT][NEUTRAL] OK, give me just one moment and I'm gonna get that information from you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and the date of service again, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh-huh, total bill amount.
[CUSTOMER][NEUTRAL] $55.54.
[AGENT][NEUTRAL] 55.54. Is that correct?
[CUSTOMER][NEUTRAL] 85.54.
[AGENT][NEUTRAL] I'm so sorry. I'm just, I must not, say that one more time.
[CUSTOMER][NEUTRAL] 85.54.
[AGENT][NEUTRAL] 8585.54. OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I am not seeing where we have, you said the total bill amount is 85.54%, correct? For [PII] for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, not on file.
[AGENT][NEUTRAL] The patient is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. We do not have a claim on file for her for that data service and total bill amount.
[CUSTOMER][NEUTRAL] We already billed it on a bill on November. Is that the [PII]?
[AGENT][NEUTRAL] No, ma'am. That's an old that's an old mailing address. Yes, ma'am. That's a very old address.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I can give you our current mailing address.
[CUSTOMER][POSITIVE] Oh, you have a fast. I can fax it right away.
[AGENT][NEUTRAL] Yes, you may send it to.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And because this is a supplemental policy, [PII], to her primary insurance, you must also send us a copy of her primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Attention
[CUSTOMER][NEUTRAL] Yes, I will, um, so it's [PII], right?
[AGENT][NEUTRAL] No, ma'am. [PII].
[CUSTOMER][NEUTRAL] Sorry, I, I, can you repeat that?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 65.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Got it. Also, can you give me the new address so that I can update for future?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so the newest.
[AGENT][NEUTRAL] And also [PII].
[AGENT][NEUTRAL] Uh-huh. You wanna repeat that to me? Go ahead.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also, [PII], we have a portal in which you can create a username and password to check claim status and print the explanation of benefits for APL once the claim has been processed, and that website is secured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so there's no [PII]. Only type in the words secured.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's the website.
[AGENT][MIXED] That is correct, but do not type in [PII]. That will take you to a not the correct location. Just type in what I gave you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, is there a call reference number for me please?
[AGENT][NEUTRAL] Yes, ma'am. You would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Uh, and you are [PII], right?
[AGENT][NEUTRAL] Actually, my name ends in an I. Most people spell it with [PII] [PII], but mine ends in an [PII]
[CUSTOMER][NEUTRAL] And your last name [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a nice day.
[AGENT][POSITIVE] Yes, ma'am. Well, you too. That's all I can help you with, [PII], and thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh, bye bye.