AccountId: 011433970860
ContactId: aaf802ba-9173-417a-a768-f727fae8f3c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283739 ms
Total Talk Time (AGENT): 111039 ms
Total Talk Time (CUSTOMER): 92108 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/aaf802ba-9173-417a-a768-f727fae8f3c2_20250505T16:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and my last name initial [PII]. I'm calling from provider's office to check on a claim status. Could you please help me?
[AGENT][NEUTRAL] OK [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I have 2 claims for the same patient.
[AGENT][POSITIVE] OK, yes, I can help you with, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] Could you please help me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the extension is [PII].
[CUSTOMER][NEUTRAL] And by the way, could you please spell your name for documentation purpose?
[AGENT][NEUTRAL] [PII] and my name and today's date will also be your call reference number, [PII] and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment and also if we have the claims on file and you need a copy of the explanation of benefits, once you have the claim numbers you can print those from our portal by going to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your patient's policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the patient number ID is 1265678.
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] And what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII]. The patient's date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is the first date of service and total bill amount please [PII]?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII]. Bill amount, uh.
[CUSTOMER][NEUTRAL] $355 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you said that the total bill amount is $355 for data service $321 2023, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, [PII].
[AGENT][NEUTRAL] OK, we do not have a claim on file for that data service and that bill amount for this member.
[CUSTOMER][NEUTRAL] OK. Could you please help me with the effective date and termination date of the policy?
[AGENT][NEUTRAL] Effective date is [PII], and there is no termination date.
[CUSTOMER][NEUTRAL] OK. And uh could you please confirm the uh mailing address? It's uh [PII] and the pay ID is 60801. Is this correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so
[AGENT][POSITIVE] That is correct. That is correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh,
[AGENT][NEUTRAL] And then also [PII] on this type of policy when the claim is sent to us for review, we will also have to have a copy of their primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Thank you, [PII]. And uh the end date of service is uh [PII].
[AGENT][NEUTRAL] Welcome.
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Same $355 even.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And there is no claim on file for that date of service either.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you. Thank you for providing the information. Have a great day.
[AGENT][POSITIVE] You're welcome. OK, [PII], well, I hope you have a great