AccountId: 011433970860
ContactId: 8688d05d-a90f-4d03-9d5b-f9936759f224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205800 ms
Total Talk Time (AGENT): 113656 ms
Total Talk Time (CUSTOMER): 63299 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8688d05d-a90f-4d03-9d5b-f9936759f224_20250103T18:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] and I'm calling to check status on a claim.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 02295939
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK. Mhm. OK, thank you. One moment.
[AGENT][NEUTRAL] And any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] [PII] 24 and this is for $5,792.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I do not have a claim on file for this number for that data service and that bill amount. You said $5,792 is the total bill amount. Is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Yes ma'am, we do not have a claim on file for that data service and build out.
[CUSTOMER][NEUTRAL] You said your name was [PII], correct?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh [PII], I'm sorry, I thought you said [PII] because that's what I was reading. Um, [PII], I was given a fax number by [PII] in November to send it by.
[AGENT][NEUTRAL] That's OK. It's OK.
[AGENT][NEUTRAL] So we don't have a lawyer. Mhm.
[CUSTOMER][NEUTRAL] OK, well, I was given a number to send it by fax.
[CUSTOMER][NEUTRAL] Um, which is [PII], is that a fax number you recognize?
[AGENT][NEUTRAL] Um, that is our claims fax number. Uh-huh.
[CUSTOMER][NEUTRAL] That was sent on.
[AGENT][NEUTRAL] Could it be [PII].
[AGENT][NEGATIVE] We never received it though, for whatever reason, we did not I see where you did speak to [PII].
[AGENT][NEGATIVE] In November, but we never received that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm not sure, I'm sure she did tell you, but if not, we would have so when you do submit the claim to us, [PII], we will also have to have a copy of her primary insurance company's explanation of benefits since this is a supplement.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] OK, will do, thank you.
[AGENT][NEUTRAL] Alright, you're welcome. And then lastly, did were you given our website Monica for future reference to be able to check claim status or print EOBs once we've reviewed a claim? OK, alright, well, is there anything else that I can help you with today? And just make sure to put that claim if you're gonna fax that to put it to attention claims department.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, will do, thank you.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][POSITIVE] Thank you.