AccountId: 011433970860
ContactId: 8ca14398-2f62-4065-bf34-d8d6b15a66a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689859 ms
Total Talk Time (AGENT): 163093 ms
Total Talk Time (CUSTOMER): 201585 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/8ca14398-2f62-4065-bf34-d8d6b15a66a8_20250603T15:35_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Skin and Cancer Associates. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm also doing good. Thank you for asking. And
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah. And may I confirm your name? It is [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Yes. Thank you, [PII]. And I'm calling to check the claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, before I proceed with that, please be informed that this call has been recorded for quality and training purpose. Would you like us to continue with the recording?
[AGENT][POSITIVE] Yes, um, first I'll need to get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah. Uh, my good callback number is [PII] and it is a direct line.
[AGENT][NEUTRAL] OK, and what is the policy number?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] 448
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, what's the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01844850. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] question
[CUSTOMER][NEUTRAL] first name is and the last name is.
[CUSTOMER][NEUTRAL] date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, OK, thank you for that information and what is the date of service?
[CUSTOMER][NEUTRAL] of service
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID?
[CUSTOMER][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] It is 650-008.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] Claim on file?
[AGENT][NEUTRAL] I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] Uh, can you please confirm the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, can you once again repeat the PO box number? I have to document this order details because we have billed this claim to the incorrect mailing address.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Could you please uh repeat it again?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] 1 24.
[CUSTOMER][NEUTRAL] And uh do you have any payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] So, as of now, you did not receive any claims for this member, right?
[AGENT][NEGATIVE] Not from that tax ID, no.
[CUSTOMER][NEUTRAL] What from this tax ID. So, uh, previously, we have built this claim to [PII]. Is this mailing address related to APL?
[AGENT][NEUTRAL] That's no longer our address. That's no longer our address.
[CUSTOMER][NEUTRAL] Oh, that was it no longer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, thank you, [PII]. Thank you for your information. And I do also have another claims to check the status status. Can you please help me out with that?
[AGENT][NEUTRAL] Is it the same patient?
[CUSTOMER][NEUTRAL] No, for the different patient?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01894936 M as in Mike, L as in Lima and number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's first name is?
[CUSTOMER][NEUTRAL] Uh, [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] For this also there is no claim on file?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] But we see that we received payments.
[CUSTOMER][NEUTRAL] Of $4.85.
[AGENT][NEUTRAL] From [PII], is that so you have the EOB?
[CUSTOMER][NEUTRAL] We have EOB but we don't have complete details in the EOB.
[AGENT][NEUTRAL] Does it have a policy number on the EOB?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, yes, I'm here.
[AGENT][NEUTRAL] I'm sorry. There's something wrong with your phone. There's something wrong with your phone. It's like I can't hear you.
[CUSTOMER][NEUTRAL] You go with the policy number?
[AGENT][NEUTRAL] Sir, is something wrong with your phone? I can't hear you.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello. Yes. Is it a audible now?
[AGENT][NEGATIVE] No, it's something, it keeps breaking up really bad.
[CUSTOMER][NEGATIVE] She is break
[AGENT][NEUTRAL] Yes. Uh, I mean, is, are you outside? Is the wind blowing into the
[CUSTOMER][NEUTRAL] I'm checking for that.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. Uh, can I get, once again, go with the member ID?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is 01894936.
[CUSTOMER][NEUTRAL] As in number.
[AGENT][NEUTRAL] Is that the
[AGENT][NEUTRAL] And, and, and that's the um.
[AGENT][NEUTRAL] And that's
[AGENT][NEUTRAL] The policy number that's on the EOB that we sent you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not seeing a claim for [PII].
[AGENT][NEUTRAL] Well, what's this? What's the claim number? What's the claim number? If we sent you an EOB then you must have a claim number.
[CUSTOMER][NEUTRAL] But we received it.
[CUSTOMER][NEUTRAL] In UP we don't see the claim number. We are not having the claim number here.
[AGENT][NEUTRAL] Then that's not from us then that EOB is not from us.
[CUSTOMER][NEUTRAL] On the UP we are seeing the mailing address.
[AGENT][NEUTRAL] What's the mailing address?
[CUSTOMER][NEUTRAL] Can you confirm, can you verify that? It is from [PII].
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[AGENT][NEUTRAL] OK, well I'm not seeing a claim for that data service I'm sorry.
[AGENT][NEUTRAL] And you don't have a claim number if we sent the EOB, the EOB would, especially if we send a payment, it would have a claim number, it will have a policy number.
[AGENT][NEUTRAL] Do you have a check number? You said if we sent the payment, what's the check number? I can search by check number.
[CUSTOMER][NEUTRAL] Not
[AGENT][NEGATIVE] Um, sir, I, I can't. The, the noise that your, your phone is making is, is very disturbing. I, I cannot continue.
[AGENT][NEGATIVE] Sir, if you can please um disconnect and give us a call back, there's something wrong with your phone.
[AGENT][NEUTRAL] Hello.