AccountId: 011433970860
ContactId: a9a2b807-2d68-4662-a098-cd9f6fd1110a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362559 ms
Total Talk Time (AGENT): 149420 ms
Total Talk Time (CUSTOMER): 54096 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a9a2b807-2d68-4662-a098-cd9f6fd1110a_20250324T17:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling AO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to see if you have a bill on file for a patient.
[AGENT][NEUTRAL] OK, [PII], when you say a bill, are you wanting to see if we've received the claim?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Yes, I can help
[AGENT][NEUTRAL] Help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It's 02557107.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK [PII], that I do provide would be a verification of benefits and not a guarantee of payment. What is your
[AGENT][NEUTRAL] Your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Um, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is the date of service and total bill amount for him please [PII]?
[CUSTOMER][NEUTRAL] Um, data of service is [PII]. Billed amount is $6,246.50.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so this has been received more than once, [PII]. The most recent receipt claim was denied as a duplicate. Do you just need the original claims information?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, so the original claim was received on [PII]. Actually, give me just one moment. Hold on, don't, don't put that down in stone yet. It was, yes, one.
[AGENT][NEUTRAL] 121, [PII] is when it was received and it was processed on [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The claim number is 3555355.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This claim was
[AGENT][NEUTRAL] On the claim, it's still loading the remarks. Just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] States benefit maximum.
[AGENT][POSITIVE] For this state of service has been met.
[AGENT][NEUTRAL] Again, benefits maximum for this data service.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Has been met. And I don't know, [PII], if you already have, but we.
[CUSTOMER][NEUTRAL] Can you um fax me a copy of that?
[AGENT][NEUTRAL] Yes, and we also have a portal that you can print that from.
[AGENT][NEUTRAL] Um, as well, and I'll give you that website. I can do have access to that as well, but I can go ahead and fax this one to you. Our website is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just a moment to get the explanation of benefits pulled up so that I can fax that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can go ahead and give me your fax number while this is still pulling up.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, and does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No, that's, it's not necessary.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the fax number, I'm just gonna.
[AGENT][NEUTRAL] I repeat that back. It's [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] OK. Well, you are very welcome. So I have just faxed that to you. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.