AccountId: 011433970860
ContactId: 85ceec56-121b-471f-96e4-0d4bd9221e11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285579 ms
Total Talk Time (AGENT): 106975 ms
Total Talk Time (CUSTOMER): 90556 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/85ceec56-121b-471f-96e4-0d4bd9221e11_20250407T15:44_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] Hey, good morning. Excuse me, my name is [PII]. I'm calling from Allegate Craton Clinic. Um, I was just hoping to see if you had 4 claims off for the same patient today by any chance, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][POSITIVE] Oh thank you. Uh, yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] I don't have the card. I'm just going off the claim. It shows as 2059544 for [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] He is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] I'm getting everything pulled up. Bear with me just one second.
[AGENT][NEUTRAL] Well, I say I am. Hang on just a second. Come on, there we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what is the first date of service, please, sir?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's 5 $21.24 dollars for $80.
[AGENT][NEUTRAL] And what is the facility name again?
[CUSTOMER][NEUTRAL] Uh, this is, should show up as allegate Cri Clinic.
[AGENT][NEUTRAL] OK, now I don't have a claim for total bill amount $80 for that data service.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, that's the leftover amount from Blue Cross. Oh my, I'm gonna search a ding dong. Sorry about that. The, the total charge amount is 254. Sorry about that.
[AGENT][POSITIVE] Not a problem.
[AGENT][NEUTRAL] Yeah, I don't have one for 254 for data service 521.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is she eligible for uh that data service?
[AGENT][NEUTRAL] The effective date on the policy for [PII] was 8-1-21 and the policy turned on 8-1-24.
[CUSTOMER][NEUTRAL] OK, so he was good up until the last one was 1172.
[CUSTOMER][NEUTRAL] 8124 um do you happen to show any for 6324 for 254 or 723 24 for 360?
[AGENT][NEUTRAL] OK, so let's see. And that was 63 for 254?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me check this one.
[AGENT][NEUTRAL] I don't have that claim on file for 254.
[AGENT][NEUTRAL] And then the last date of service was 7.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. 723 24 uh for 360.
[AGENT][NEUTRAL] I don't have that one on file. Now I tell you what, [PII], you can actually fax all of those claims directly to our claims department with the primary EOB if you'd like.
[CUSTOMER][POSITIVE] Oh, perfect. Yes, ma'am. Yes, please.
[AGENT][POSITIVE] And I'll be happy to provide that fax number for you when you're ready.
[CUSTOMER][NEUTRAL] Uh, yes, yes ma'am, this is.
[AGENT][NEUTRAL] The claims fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Perfect. And um just to confirm, is the is the mailing address the the [PII]?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. And then I'm so sorry, what, what did you say your first name was again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK perfect and then do you do um call reference numbers by any chance?
[AGENT][NEUTRAL] That would be my name and today's date.
[CUSTOMER][POSITIVE] OK cool thank you so much for your help today, ma'am.
[AGENT][POSITIVE] It's been such a pleasure to assist you with that claim status, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am. That's it. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.