AccountId: 011433970860
ContactId: 931a7481-ef90-4735-9a58-50d8b555d5b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276750 ms
Total Talk Time (AGENT): 89524 ms
Total Talk Time (CUSTOMER): 81197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/931a7481-ef90-4735-9a58-50d8b555d5b9_20250603T12:48_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] Claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And also, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, it is 01659336 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. First name is [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Uh, sure. Date of service is [PII] with bill amount to $488.
[AGENT][NEUTRAL] OK, so the policy number that you provided um terminated on [PII].
[AGENT][NEUTRAL] There is an active policy though.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, policy number 2621843 has been active since [PII].
[AGENT][NEUTRAL] So I'll look on that um policy and see if there's a claim there. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So there's no claims on file for this member.
[CUSTOMER][NEUTRAL] Mm let me check.
[CUSTOMER][NEUTRAL] OK, so we send a paper claim on [PII].
[AGENT][NEUTRAL] And how you, where did you mail it to?
[CUSTOMER][NEUTRAL] Through mailing address.
[CUSTOMER][NEUTRAL] Uh, yeah, it's loading. Give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we send it on [PII].
[CUSTOMER][NEUTRAL] Uh, sorry, [PII] and uh yeah, [PII].
[AGENT][NEUTRAL] OK, that is the correct mailing address, um, but we have not received the claim.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So may I know fax details to send it?
[AGENT][NEUTRAL] Uh, our fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's attention
[AGENT][NEUTRAL] APL claims department.
[CUSTOMER][NEUTRAL] APL claims department, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, uh, as the PL is the secondary, so we need to order the primary OB as well correct with the claim form.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Once you submit it, then how many days it will take to process it?
[AGENT][NEUTRAL] Um, 7 to 10 business days from the day that we received the claim.
[CUSTOMER][POSITIVE] Thank you so much for the reference.
[AGENT][NEUTRAL] Sure, there's no call reference number, but you can use my name in today's date, and again that's [PII], first initials and my last name is [PII].
[CUSTOMER][POSITIVE] Uh, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No that's fine, thank you, bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.