AccountId: 011433970860
ContactId: 9d64e49b-da74-4e25-9448-6101b9acb334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317350 ms
Total Talk Time (AGENT): 134899 ms
Total Talk Time (CUSTOMER): 68656 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9d64e49b-da74-4e25-9448-6101b9acb334_20250227T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Broader's office to check claims.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], how many claims do you have to check status on today?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How many claims?
[CUSTOMER][NEUTRAL] I have only one patient.
[AGENT][NEUTRAL] OK. And what is that patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the member ID is.
[CUSTOMER][NEUTRAL] 1,462,920.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And seeing any any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount for her, please.
[CUSTOMER][NEUTRAL] And the date of service is [PII], and the bill amount is $355 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 1023 of 2024, is that correct for the data service?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, there is no.
[CUSTOMER][POSITIVE] 1023, 2024. Perfect.
[AGENT][NEUTRAL] Yes ma'am. OK, so there is not a claim on file?
[AGENT][NEUTRAL] For her for that data service.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you will be filing a claim for her for this data service, you will also need to send us a copy of her primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] Can you please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have processed our our claim here at APL Sam, we do have a portal in which you can check claim status for us by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please help me with the family family, ma'am?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEGATIVE] There is no timely filing, ma'am.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Can you please help me with the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] As you can see, we have billed with the address [PII], and the ZIP code is [PII].
[AGENT][NEUTRAL] That is a very old address that is no longer valid. You would need to send it to the address that I've just provided for you.
[CUSTOMER][NEUTRAL] Is that a different one?
[CUSTOMER][NEUTRAL] OK. Can you please help me with the mailing address?
[AGENT][NEUTRAL] Yes, ma'am, I just gave that to you.
[CUSTOMER][NEUTRAL] Can you please
[CUSTOMER][NEUTRAL] I missed out a few things. Can you please repeat once again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can you please help me with the call reference?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you again then for calling APL and I hope you have a wonderful day.