AccountId: 011433970860
ContactId: bf678f0f-c472-4f19-a8a7-d4597006a114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428559 ms
Total Talk Time (AGENT): 159360 ms
Total Talk Time (CUSTOMER): 92658 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/bf678f0f-c472-4f19-a8a7-d4597006a114_20250611T15:59_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] Uh hi, I was just calling to check on a claim.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. Are you the insured or you're calling with the provider's office?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] Alright and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And OK.
[AGENT][NEUTRAL] And if you, may I have, um, can you verify the member's first and last name and date of birth?
[AGENT][NEUTRAL] Actually, hold on one moment.
[CUSTOMER][NEUTRAL] Um, number is.
[AGENT][NEUTRAL] Hold on, I'm sorry. I think my notes just combined. Can you repeat the member's policy number just to make sure it it
[AGENT][NEGATIVE] My system just glitched. I'm sorry.
[CUSTOMER][POSITIVE] No, you're good. Um, the policy number is.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Yep, it did. I see what happened here we go.
[AGENT][POSITIVE] Oh wow. I'm glad I caught that.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 02361993
[AGENT][NEUTRAL] Thank you. And just to make sure because I had to just uh maneuver some things, the phone number that you provided was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And hold on one moment while I pull up that member's policy.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, try the the the homos.
[CUSTOMER][NEUTRAL] Um, date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[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 for the claim and the total bills?
[CUSTOMER][NEUTRAL] Um, data service is
[CUSTOMER][NEUTRAL] 4 1025 total bill amount is 8.
[CUSTOMER][NEUTRAL] $857.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm not showing any claims on file for Tarn for [PII].
[CUSTOMER][NEUTRAL] Um, it shows that you guys received the, um, the claim as well as the attachment. I have the attachment number. Can you pull that up and then I can resend the claim?
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Is this a medical claim or a dental claim?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. And you said it's for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just want to make sure I chose the correct um person. And what's the number that you have?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 366791542
[AGENT][NEUTRAL] And this is showing as the claim number?
[CUSTOMER][NEUTRAL] No, this is the attachment number, the NEA number.
[AGENT][NEUTRAL] What do you mean
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, with
[AGENT][NEUTRAL] So what do you mean by the attachment number?
[CUSTOMER][NEUTRAL] For the EOB.
[AGENT][NEUTRAL] OK. Cause that.
[CUSTOMER][NEUTRAL] For the primary EOB.
[AGENT][NEGATIVE] Yeah, we don't have any, like, literally the screen is blank for [PII], like there's nothing here. um, and that number is not in.
[CUSTOMER][NEUTRAL] What's your, um,
[CUSTOMER][NEUTRAL] What's your payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] What is the address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Do you guys receive um claims right away?
[AGENT][NEUTRAL] I was gonna ask, OK.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You guys receive claims right away?
[AGENT][NEUTRAL] Right away
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What do you mean right away?
[AGENT][NEUTRAL] Like once you send them, do we receive them?
[CUSTOMER][NEUTRAL] If I send it electronically, can you see it and.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] And how did you send the claim previously?
[CUSTOMER][NEUTRAL] Electronically.
[AGENT][NEUTRAL] To that payer ID?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just asking so I can note the policy.
[CUSTOMER][NEGATIVE] Can you check your system again? I just resent it.
[AGENT][NEUTRAL] OK, it's not, if you mean if we're gonna receive it instantly, then no, but do we receive it right away as in the same day? Yes, we do. Um, there's nothing that's showing.
[CUSTOMER][NEUTRAL] What's the address again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, thank you. I'll.
[CUSTOMER][NEUTRAL] Call back tomorrow and see if you guys received it.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright well thanks so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye bye.