AccountId: 011433970860
ContactId: ba8af979-022b-4a54-967f-bf973ea0f962
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217179 ms
Total Talk Time (AGENT): 98142 ms
Total Talk Time (CUSTOMER): 55088 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ba8af979-022b-4a54-967f-bf973ea0f962_20250501T20:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling for claim status, please.
[AGENT][NEUTRAL] OK, you're needing to check claim status for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], are you calling from the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 02538163 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And any information LA that I do provide for you today 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] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the date of service and total bill amount please?
[CUSTOMER][NEUTRAL] Data service is $1025.24. The amount is $370.85.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and again, you did say the date of service is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so with the APO we do not have a claim on file for her for that data service.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When you do file the claim.
[CUSTOMER][NEUTRAL] Is your
[AGENT][NEUTRAL] Mhm. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, no, I was just going to confirm the mailing address. Is it the [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A pension coin.
[CUSTOMER][NEUTRAL] All right, I will email that.
[AGENT][NEUTRAL] And then [PII], when you do submit the claim, we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[AGENT][NEUTRAL] And then once we have processed our claim here at APL, we do have a portal in which you should be able to check our claim status and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Was there any, you're welcome. Can I help you with anything else today?
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a very nice evening.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.