AccountId: 011433970860
ContactId: 97bc12cf-d957-4813-8e8d-95e1f8161ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469899 ms
Total Talk Time (AGENT): 172779 ms
Total Talk Time (CUSTOMER): 132445 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/97bc12cf-d957-4813-8e8d-95e1f8161ff0_20250221T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Astera Health in [PII]. I was, um, checking on an older claim here and wondering if I could get you to send me an EOB of your payment.
[AGENT][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] OK, [PII], so you're checking on an uh an old claim that you're needing explanation of benefits for?
[CUSTOMER][NEUTRAL] From [PII], yeah.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] OK, the number of the policy at that time, let me get that.
[CUSTOMER][NEUTRAL] Um, it was D as in dog, 462-043-83.
[AGENT][NEUTRAL] OK, now that number [PII] is not for my company, that is for 90 degree benefits. Was your claim with 90 degree benefits or American Public Life. Some of these members have policies with both companies, but there's a different number for our company.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, we sent it to let me see, I mean you did pay.
[CUSTOMER][NEUTRAL] You sent her OK let's try this. No, that's the wrong claim just a minute here.
[AGENT][NEUTRAL] OK, you're fine.
[CUSTOMER][NEUTRAL] OK, I gotta get the commercial policy here. I'm just trying to.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Yeah, we had, we sent it to IMA incorporated [PII].
[AGENT][NEUTRAL] Mhm. OK, so do you happen to have the member's full social so that I can look I can't look it up with the D number.
[CUSTOMER][NEUTRAL] OK, let me see if I have her social.
[AGENT][NEUTRAL] Because that's
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have the father's social. Will that help?
[AGENT][NEUTRAL] Is he the subscriber?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's the one I need.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, just one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's for medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and let's see if this is the correct information. So any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is the patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] OK, her name is I had I was on there.
[CUSTOMER][NEUTRAL] [PII]. Date of birth was [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] OK, it was [PII] and the bill amount was $255.
[AGENT][POSITIVE] Alright, thank you, one moment.
[AGENT][NEUTRAL] OK, so the claim number for this, well, first off, the policy number that you should have for APL would be 02312060.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number is 3363461.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, and give me just one moment, and we also just for future reference I'll, I will be happy to fax you this one. We do have a portal that you should be able to use that claim number and print the explanation of benefits um directly.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] And our portal website is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am, [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] You need to put a [PII] after the words [PII]'s [PII].
[CUSTOMER][NEUTRAL] Right, [PII], yeah, I had it written down. I just didn't see it.
[AGENT][NEUTRAL] Yeah. Oh, OK. OK.
[AGENT][NEUTRAL] So just one moment while it's loading.
[AGENT][NEUTRAL] And does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] Just to my attention is fine.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Again, that is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so that has been faxed to you, [PII]. So provided there's not any type of technical glitch, you should be receiving that uh very soon.
[CUSTOMER][POSITIVE] OK, well I appreciate your help today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're certainly very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No just a reference number for the call if you have it.
[AGENT][NEUTRAL] You would be, yes, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, today's date. OK, all right, thank you very much. Have a good day.
[AGENT][POSITIVE] Yes ma'am. OK, well, you're welcome, [PII]. You too and thank you again for calling ATL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye