AccountId: 011433970860
ContactId: aa7d7c1d-0d9d-4b2b-a3b3-6ef20da426fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311549 ms
Total Talk Time (AGENT): 119514 ms
Total Talk Time (CUSTOMER): 94603 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/aa7d7c1d-0d9d-4b2b-a3b3-6ef20da426fa_20250424T20:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is [PII] and I'm calling from the provider's office to check up on the claim status for the patient. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII], how are you?
[CUSTOMER][POSITIVE] I'm doing great. Thank you so much for asking.
[AGENT][NEUTRAL] You're welcome. And may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][POSITIVE] Yeah, sure, definitely. The callback number whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, it's 1526.
[CUSTOMER][NEUTRAL] 210 M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] And that was 1,526,210?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct? All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, the member's first name is [PII].
[CUSTOMER][NEUTRAL] Uh the last name and the date of birth, [PII].
[AGENT][NEUTRAL] Thank you, and I'll be more than happy to help you with the claim status and all the information provided is a verification of benefits, not a guarantee of payment. And Marge, may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Yeah, the rate of service is [PII].
[CUSTOMER][NEUTRAL] And the uh charges are $252.04.
[AGENT][NEUTRAL] $252.04.
[CUSTOMER][NEUTRAL] 254.04.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, sure, definitely. Take your time.
[AGENT][NEUTRAL] OK, so the policy number that was active on the data service is 2489434.
[AGENT][NEUTRAL] I'm going to check in that policy and see if there's a claim there. Um, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, but even on the active policy, I'm not showing a claim on file from from [PII] for a date of service, uh [PII].
[CUSTOMER][NEUTRAL] OK, one moment. Actually, we have submitted a paper claim on [PII] and the address was [PII]. Is that the correct address?
[AGENT][NEUTRAL] No, it's not. Our location is no longer in [PII], it's [PII]. I can give you the um mailing address when you're ready.
[CUSTOMER][NEUTRAL] Yeah, please go ahead.
[AGENT][NEUTRAL] Alright, so our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What is the time you calling limit to submit the claim?
[AGENT][NEUTRAL] There's no um timely filing as long as the policy is active, you can file the claim at any time, active on the data service. I'm sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] For the last one time, can you please verify the member's eligibility?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Yeah, sure, that's fine take your time, no problem.
[AGENT][NEUTRAL] So the policy number that I gave 2489434 is active and has been effective since [PII].
[AGENT][NEUTRAL] The policy number that you gave 1,526,210?
[AGENT][NEUTRAL] was effective from [PII].
[CUSTOMER][POSITIVE] No problem. Thank you so much for that information. Could you please spell out your name for me?
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][NEUTRAL] Yes, my name is [PII], first initial [PII] my last name is [PII].
[CUSTOMER][NEUTRAL] And I know what was the call reference number for today's call?
[AGENT][NEUTRAL] The call reference number will be my name and today's date.
[CUSTOMER][POSITIVE] OK. OK, [PII], thank you so much for assisting me today. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you. Have a good day. Bye-bye.
[AGENT][POSITIVE] Alright, thanks for calling APO. Bye bye.