AccountId: 011433970860
ContactId: b5b83525-0405-420b-98f9-efbe48ab7fd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421880 ms
Total Talk Time (AGENT): 158906 ms
Total Talk Time (CUSTOMER): 174773 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b5b83525-0405-420b-98f9-efbe48ab7fd2_20250430T13:05_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] [PII], hi, [PII] again with um Oklahoma Heart Hospital. I found another patient.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I just needed to get claim status, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The same callback number [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK. And then may I have the member's policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 01846422.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Her 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 this is for claim status also, right?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Sure, it was 2 [PII]. The total charge was $448.51.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I just located the claim. I'm waiting for it to come up now. Hold on one moment. 68.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is it.
[AGENT][NEUTRAL] OK, so we do have a claim from y'all for this data service, but it's a total bill of $25.
[AGENT][NEUTRAL] And it's the only one.
[CUSTOMER][NEUTRAL] 25. What? Mm, that's not, not all. And it's from that same day the service you said for $25?
[AGENT][NEUTRAL] Mhm. It's the only one we have for this data service, but it is um.
[AGENT][NEUTRAL] Well, it has the abbreviation here. It shows OAH OHH physicians, but um when I go to the total bill, I can see.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And what's your tax ID?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's um [PII] wait, let me look it make sure this is the north.
[CUSTOMER][NEUTRAL] say that, yes, it's [PII].
[AGENT][NEUTRAL] Hold on, so let me double check.
[AGENT][NEUTRAL] OK, so no, this is a different provider. So there we don't have a claim on file for you all.
[CUSTOMER][NEUTRAL] Cause that's position.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe this is a different location within y'all.
[CUSTOMER][NEUTRAL] OK, and what's your timely filing?
[AGENT][POSITIVE] Um, there's a timely silence.
[CUSTOMER][NEUTRAL] Well, yes, we have physicians. Let's see.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, we have physicians to see uh patients in the facility.
[AGENT][NEUTRAL] OK, so there's no timely filing though, as long as the policy was active on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] Oh, OK. And we can just, um, I'm making sure the address is the [PII] address, [PII].
[AGENT][NEUTRAL] Mhm. So that's the old mailing address. Let me give you the um new claims mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] And we also have a fax number and a payer ID if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] Um, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm. That's correct, and it's attention APL claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And the payer ID is what?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, so I think I'll just go ahead and fax it over with um the explanation of benefits from Aetna.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right. I'll go.
[AGENT][NEUTRAL] And the itemized bill.
[CUSTOMER][NEUTRAL] Oh, and the item, yes, the claim, yes.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII] again. I appreciate your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh no. That was it. You might hear from me later since I see, uh, I didn't know I had another American public life. Now is uh American Fidelity, is that part of American public life or that's separate?
[AGENT][NEUTRAL] OK, so, OK, so American Fidelity is like our parent company, so we're like, you know how to say two churches, one location, or one church, two locations, so we're like one company like that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] So we're together, but we're separate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, yes. OK. All right. Well, I appreciate your help.
[AGENT][NEUTRAL] Did you need that number, you're OK?
[CUSTOMER][NEUTRAL] Um, I think I have their number, but let me just get it just in case.
[AGENT][NEUTRAL] OK, hold on, let me get it for you.
[CUSTOMER][NEUTRAL] I tried to go on their website and for some reason.
[CUSTOMER][NEGATIVE] I couldn't sign up for whatever reason.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hold on one moment, I'm just getting the number for you. It's coming up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's um [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. Was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, nope, that was it.
[AGENT][POSITIVE] Alright, well, have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.