AccountId: 011433970860
ContactId: 962aa2b2-0b2a-473a-b72f-d8c95d2cdcdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329309 ms
Total Talk Time (AGENT): 133602 ms
Total Talk Time (CUSTOMER): 75592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/962aa2b2-0b2a-473a-b72f-d8c95d2cdcdc_20250116T20:54_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, you said [PII]?
[AGENT][NEUTRAL] I did, uh-huh.
[CUSTOMER][NEUTRAL] OK, hi [PII], my name is [PII] and I'm with Access Paint Solutions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I was checking the status. Hi, I was checking the status of a couple secondary claims on a patient.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so you have one patient that you have multiple dates of service for, is that correct that you're needing claim status?
[CUSTOMER][NEUTRAL] Yeah, just 2,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with that. And what is a good callback number for you please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 01905651
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what is the first date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] It's for [PII]. The total charge of that claim was $680.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] I'm checking just a couple of things.
[AGENT][NEUTRAL] [PII], give me just a moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and again, you said that the data service is 621 of 2024 and the total bill amount is 680. Is that correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK, we do not have a claim on file for him for that data service and total build amount.
[CUSTOMER][NEUTRAL] OK, what about for [PII] for $680?
[AGENT][NEUTRAL] All right, one sec.
[AGENT][NEUTRAL] OK, give me that date again. I'm sorry I wasn't ready, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the same bill amount?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And there is no claim on file for him for that date of service either.
[CUSTOMER][NEUTRAL] Is your address the [PII]?
[AGENT][NEUTRAL] Mhm. And the zip code is [PII]. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, um, what is, do you take these electronic or can you take them on paper as well?
[AGENT][NEUTRAL] Uh, either. I can give you our electronic payer ID that's 60801. Now, we, because this is a supplemental policy standard to his primary insurance, we do have to have a copy of the explanation of benefits from his primary insurance as well to review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what I'll do.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL, you should be able to go to our portal.
[AGENT][NEUTRAL] To check claim status and also have access to our EOB and our website for our portal that you can register at is secured. [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] Alright, I'll get these printed out and um get them re mailed out to you with the EOBs attached.
[AGENT][NEUTRAL] OK, but that is the correct mailing address.
[CUSTOMER][POSITIVE] Alright, thank
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, well, you're welcome. And can I help you with anything else today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Uh-huh, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.