AccountId: 011433970860
ContactId: a359c3cb-1472-4822-ad30-d1a501c26167
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284899 ms
Total Talk Time (AGENT): 136509 ms
Total Talk Time (CUSTOMER): 89818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/a359c3cb-1472-4822-ad30-d1a501c26167_20250311T16:36_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], and I'm calling to see um if there's a fax number we can fax it a primary EOB for a claim.
[AGENT][NEUTRAL] OK, [PII], you're wanting to get a fax number to send the primary insurance's explanation of benefits to us, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that but first [PII], I'll need to pull up the member's information, um, and verify a couple of things with you. So first off, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, that's [PII] and my extension is [PII] mhm.
[AGENT][POSITIVE] Thank you. Uh-huh.
[AGENT][NEUTRAL] [PII]. OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 02506198.
[AGENT][NEUTRAL] OK, thank you, so please give me a moment to get the member's information all pulled up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bear with me just one second, [PII]. I was having an issue with one of my screens. I apologize.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh no, you're fine. I understand.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], any information that I do provide, well, I'm not giving you any benefit information, but I'll go ahead and tell you anyway it would be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, patient is [PII], and date of birth I have [PII].
[AGENT][NEUTRAL] OK, thank you. And do you already have the claim number for him?
[CUSTOMER][NEUTRAL] Um, we have 355-9312.
[AGENT][NEUTRAL] OK, thank you and what is that data service and total bill amount?
[CUSTOMER][NEUTRAL] Her date of service is, hold on.
[AGENT][NEUTRAL] Just wanna confirm that all the information is correct.
[CUSTOMER][NEUTRAL] 11,020.
[CUSTOMER][NEUTRAL] Got you, 11025 for $155 even.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So the claims fax number that you would send that to is [PII].
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK, in reference the claim number?
[AGENT][NEUTRAL] And then once we have
[AGENT][NEUTRAL] Yes ma'am, uh huh and then once this has been processed, if you don't already have this information, we do have a portal that you should be able to check claim status in as well, [PII], and our website for that is [PII].
[CUSTOMER][NEGATIVE] I'm just like no happy for
[CUSTOMER][NEUTRAL] To respond to myself.
[CUSTOMER][NEUTRAL] And see, I got, I'm in there now, but it won't um like it wouldn't pull up this claim so I was like well let me just call.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] With that claim number? hm, it wouldn't pull it up with the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Huh, OK. Well, I don't.
[AGENT][POSITIVE] I don't know why that is. Um, I'm sorry about that, but yes, any time you try to use the portal and if for some reason it won't find it, then yes, ma'am, always give us a call and we'll be happy to help you.
[CUSTOMER][NEUTRAL] Me neither.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much I appreciate it.
[AGENT][POSITIVE] Alright, well, you, you are certainly very welcome. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Not at this moment, um, is there a reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you would use my name and today's date.
[CUSTOMER][POSITIVE] OK, alright, well thank you.
[AGENT][POSITIVE] All right, well, you're certainly welcome. So if that is all I can help you with, and thank you again for calling APL and I hope you have a great rest of your day today.
[CUSTOMER][POSITIVE] Uh huh, same to you, take care.
[AGENT][POSITIVE] Uh-huh, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.