AccountId: 011433970860
ContactId: be12faec-7bd4-4a65-a372-8a951d74bc47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251699 ms
Total Talk Time (AGENT): 115576 ms
Total Talk Time (CUSTOMER): 42044 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/be12faec-7bd4-4a65-a372-8a951d74bc47_20250507T18:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from a provider's office to check claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] I have 01802783.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And any information, [PII] 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 date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, and then what is the date of service and total bill amount for him please?
[CUSTOMER][NEUTRAL] The date of service was [PII] and the bill amount is $370.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And it was 370 even, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for this number for data service 226 of 2025.
[CUSTOMER][NEUTRAL] OK, can I get you to verify the claims address for me?
[AGENT][NEUTRAL] Yes, on the supplemental policy it is [PII].
[AGENT][NEUTRAL] And because this is a supplemental policy, [PII] to his primary insurance, when the claim is submitted to APL for review, we will also have to have a copy of his primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] And then once the claim has been processed by APL.
[AGENT][NEUTRAL] We, um, excuse me, we have a portal in which you should be able to check our claim status and that portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can I get you to repeat that [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that should also be on his ID card.
[CUSTOMER][NEUTRAL] You said the
[CUSTOMER][NEUTRAL] OK, you said [PII].
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] [PII], and my name and today's date will be your call reference number.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Have a good day.
[AGENT][POSITIVE] All right. Well, you're very welcome.