AccountId: 011433970860
ContactId: b2559c87-6330-457e-aa0b-b2a85c25183b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214600 ms
Total Talk Time (AGENT): 91808 ms
Total Talk Time (CUSTOMER): 57711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b2559c87-6330-457e-aa0b-b2a85c25183b_20250509T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. So my name is [PII]. So I'm calling from Bro's office, checking for the claim status.
[AGENT][NEUTRAL] OK, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, [PII], and you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And then, what is your callback number?
[CUSTOMER][NEUTRAL] Yes, and my callback number is [PII] and that is my direct line.
[AGENT][NEUTRAL] OK, you said [PII]. And what were the last two numbers? [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] And the member's policy number is 0248.
[CUSTOMER][NEUTRAL] 342 9.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. 7.
[AGENT][POSITIVE] OK then, thank you. One moment please.
[AGENT][NEUTRAL] And any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, and the patient's first name is [PII]. Sorry, um, sorry for that. So, and the patient's first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, it's on [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount?
[CUSTOMER][NEUTRAL] And data service it's on [PII] and the bill amount is $174 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you said the total bill amount is 174, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for her for that data service and build them out.
[AGENT][NEUTRAL] Because this is a supplemental policy being to your primary insurance, when you do file the claim, we will need for you to send a copy of her primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have received and processed the claim, we have a portal that you should be able to check claim status in for her.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else then that I can help you with today?
[CUSTOMER][POSITIVE] No, no, so thank you for the information. So that's all for today.
[AGENT][POSITIVE] OK. OK. Well, then you're very welcome and thank you again for calling APL. I hope you have a nice weekend.
[CUSTOMER][POSITIVE] OK, bye-bye. Thank you.
[AGENT][NEUTRAL] Mhm. You too. Bye-bye.