AccountId: 011433970860
ContactId: a26dd688-f118-4124-b046-839dedeb2242
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304739 ms
Total Talk Time (AGENT): 114722 ms
Total Talk Time (CUSTOMER): 63973 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a26dd688-f118-4124-b046-839dedeb2242_20250512T14:21_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 [PII], my name is [PII] calling from billing office to check on our claims for quality and training purposes. This call will be monitored recorded.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] Just one alone.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please? I can help you with this.
[CUSTOMER][NEUTRAL] Sure, that's gonna be 02580841.
[AGENT][POSITIVE] Thank you. One moment, please.
[AGENT][NEUTRAL] And you did say your extension is [PII]. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name it's going to be?
[CUSTOMER][NEUTRAL] [PII] is last name [PII], date of birth will be [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] And the date of service and total bill amount for him please.
[CUSTOMER][NEUTRAL] D of service will be uh [PII] bill amount $730 even.
[AGENT][NEUTRAL] 730. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Alright, just one moment, [PII]. I'm gonna have to come back to that. Just one second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, please give me the data service.
[CUSTOMER][NEUTRAL] Date of service will be [PII].
[AGENT][NEUTRAL] OK. And you said for $730 correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], there is no claim on file with APL for that data service.
[CUSTOMER][NEUTRAL] No claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the member policy effect on term date.
[AGENT][NEUTRAL] There is no term date, the policy is active and the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Client mailing address.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Term limit.
[AGENT][NEUTRAL] No timely filing limit?
[CUSTOMER][NEUTRAL] There's any be ready?
[AGENT][NEUTRAL] 645-56.
[CUSTOMER][NEUTRAL] 64456 OK call reference number?
[AGENT][NEUTRAL] Uh-huh. My name in today's date and [PII], also, once the claim has been processed, we do have a portal in which you should be able to check claim status and the website for that portal is located at [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And is there anything else? You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, that's it, ma'am. Thank you. Thank you so much bye bye.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.