AccountId: 011433970860
ContactId: b5abbdb0-7aec-4b59-8b70-f34f494409e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322820 ms
Total Talk Time (AGENT): 143572 ms
Total Talk Time (CUSTOMER): 83690 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b5abbdb0-7aec-4b59-8b70-f34f494409e5_20250604T13:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from provider's office to check on claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. Direct line, no [PII].
[AGENT][NEUTRAL] OK, and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02263082 ML 7.
[AGENT][NEUTRAL] Thank you and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] [PII], but the amount is $38,0035 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy number that you provided terminated on [PII], but there is an active policy. Let me see if the claim is there. Um, that policy number is 254.
[AGENT][NEUTRAL] 9553.
[AGENT][NEUTRAL] And it's been effective since [PII].
[CUSTOMER][NEUTRAL] Uh, the previous, are you saying the member is plan was term, right?
[AGENT][NEUTRAL] Right, the
[CUSTOMER][NEUTRAL] It is [PII], right?
[AGENT][NEUTRAL] Yes, the policy number
[CUSTOMER][NEUTRAL] Term date?
[AGENT][NEUTRAL] The policy number that you gave terminated on [PII]. The policy number I just provided became
[CUSTOMER][POSITIVE] And effective date
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the new member ID is effective date, uh sorry, the term date?
[AGENT][NEUTRAL] Again, the policy number that I just provided to you is still active. It became effective on [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. No time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna go to that um.
[CUSTOMER][NEUTRAL] So we need to build this claim with that member ID number? Yes.
[AGENT][NEUTRAL] Ma'am, can, can you please stop interrupting me? I'm gonna go into this policy and see if there's a claim here for you to the active policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And that was data service [PII], right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the call?
[AGENT][NEUTRAL] Or on the claim, I'm sorry.
[CUSTOMER][NEUTRAL] At CF Florida.
[CUSTOMER][NEUTRAL] HCF Florida Palms West Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so we received 2 claims with this data service, but they're 2 different providers. So we don't have a claim on file from your provider or with your total bills.
[AGENT][NEGATIVE] But there is no timely filing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is no timely filing limit, so you can still file the claim if you need to.
[CUSTOMER][NEUTRAL] What is your uh
[CUSTOMER][NEUTRAL] Mm, billing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] No timely filing limit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Do you have any electronic pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your card reference number, please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much and bye. Have a good day.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Bye have a good day.