AccountId: 011433970860
ContactId: c5969e56-22fa-4649-a5b0-23de8e058bed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474390 ms
Total Talk Time (AGENT): 210217 ms
Total Talk Time (CUSTOMER): 195806 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c5969e56-22fa-4649-a5b0-23de8e058bed_20250127T16:13_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling because um.
[CUSTOMER][NEGATIVE] I keep getting a bill from Heex Medical, and they are claiming that they've been submitting the bill to you and I don't see it anywhere on my.
[CUSTOMER][NEGATIVE] My, uh, when I go on the portal, I do not see it anywhere in there.
[AGENT][POSITIVE] OK. Well, I can definitely check for you and see if anything's been received um to process. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, because
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 01874318 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment. And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Email is [PII] or it could be [PII]. I have to.
[AGENT][NEUTRAL] Alrighty, and thank you so much for verifying. I do show the [PII] on file. Um, so let me take a look at your claims and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Um, let me see what these are. Would this be from North Broward radiologist?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it's from Helex Urgent care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] He likes Medical.
[CUSTOMER][NEGATIVE] And they just emailed me and said they submitted to you on the [PII], the [PII], and the [PII], and they haven't heard anything yet.
[AGENT][NEUTRAL] I'm wondering how, where they're submitting it to because the last, do you know like the date of service because I just looked at the most recent, but these are all from Broward radiologist that came in the end of December.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And now the
[CUSTOMER][NEUTRAL] I know I looked on there too. It's on the data service is [PII].
[AGENT][NEUTRAL] 116. OK, hold on, let me try that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm wondering where they're sending it to. I can give you our claims information, um, but when I put [PII], it's blank, like we, we don't even have one claim for that day.
[AGENT][NEUTRAL] So I'm wondering uh where they're sending it to, but I can give you our claims mailing address, our fax number, payer ID, um.
[AGENT][NEUTRAL] Depending on which way they want to go, they can use either of the three.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I will take them.
[AGENT][NEUTRAL] OK, so our payer ID, if they want to send it electronically?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 60.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 60801, that's for electronic, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now if they want to fax it.
[AGENT][NEUTRAL] Um, our fax number is 877.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 365.
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] OK, and I gave them that number too.
[AGENT][NEUTRAL] And then that'll be attention APL claims.
[CUSTOMER][NEUTRAL] And what is the um.
[AGENT][NEUTRAL] Attention, APL claims department.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then our mailing address, I'm thinking maybe they're mailing it to the old claims mailing address, um, but it's [PII].
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And if she knows it the time that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] City.
[CUSTOMER][NEUTRAL] And I just didn't want to um think about that but I didn't do that.
[AGENT][NEUTRAL] [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, [PII], let me pass this on to them. I don't know where they are sending it. I even gave them your fax number and.
[CUSTOMER][NEUTRAL] I don't know what they're doing.
[AGENT][NEUTRAL] If they need to call us, they can call us at any time. Um, they'll just need like your first and last name and date of birth and your policy number, but we'll be able to help them. I, I'm not sure.
[CUSTOMER][NEGATIVE] Yeah, they have all that. That's what I don't get. They're telling me they sent it like 3 times this month and you know they can't be sending it to the proper place.
[AGENT][NEUTRAL] Unless they're sending it to [PII]. Now if they mention like a [PII], then yeah, they're sending it to the old claim.
[CUSTOMER][NEUTRAL] I know and that's what's um well that's what's on my card too.
[AGENT][NEUTRAL] They might be sending it to the old location then, or the old mailing address.
[CUSTOMER][NEUTRAL] OK, well, still they could fax it or electronic it whatever, you know, it's like seriously.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's true too.
[CUSTOMER][NEUTRAL] I know, OK, well, can I request a new card with the proper address on it?
[AGENT][NEUTRAL] You sure can. Hold on one moment. Let me see what your copy because new ones don't come out. So let me make sure you let me see what yours has.
[CUSTOMER][NEUTRAL] He said the school
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And did you want me to um like mail it to you or would you like it sent to the, no, this actually has the old address on it too. Let me do this. I will send a request.
[AGENT][NEUTRAL] Let me see if there's a way that we even do that because new cars don't come out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's OK. They seem to be the only ones, although, you know what, there was another one.
[CUSTOMER][NEUTRAL] Do you see a claim in there for data service from like the.
[CUSTOMER][NEUTRAL] [PII] of this month or anything this month because I went for an ultrasound and.
[AGENT][NEUTRAL] The [PII] of this month, let's see.
[CUSTOMER][NEUTRAL] Or anything this month really I didn't notice.
[AGENT][NEUTRAL] No, the last claim we processed was for, um, hold on, let me go back up to [PII], sorry, I didn't went back to [PII].
[AGENT][NEUTRAL] It was November, sorry, it keeps restarting, but it was for [PII], that was the last date that we worked on or that we received the claim for.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, did you want me to see about the ID card and if we could print a new one?
[CUSTOMER][NEUTRAL] Oh, that's no, uh.
[AGENT][NEUTRAL] You sure?
[CUSTOMER][NEUTRAL] Well I'll see if you can if not it's no big deal, but I mean, yeah, all right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] Alright, well, you're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.