AccountId: 011433970860
ContactId: c7bf860e-688d-4d66-b656-e9f58b6c5952
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689380 ms
Total Talk Time (AGENT): 166236 ms
Total Talk Time (CUSTOMER): 216755 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/c7bf860e-688d-4d66-b656-e9f58b6c5952_20250207T15:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hey, good morning. My name is [PII] and I'm calling you from provider office. So I just need a general claim status. Could you please help me with that?
[AGENT][NEUTRAL] OK. [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, um, I have the one claim but the different date of service, so it means I have to claim.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So let me just, OK, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] So the policy number is going to be 2274042.
[AGENT][NEUTRAL] OK, and both claims that you're needing information on or on this policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and how long you will use my name that I gave you along with today's date as your call reference number?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] And any information that I provide will be a verification of benefits and not a guarantee of payment. And lastly, [PII], if you need a copy of the explanation of benefits, you may go to our portal which is located at [PII] to print that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK, thank you. And what is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] OK. So the patient's name is going to be [PII]. I can spell it to you as well.
[AGENT][NEUTRAL] What is the date of birth?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and the first claim that you have for this number, is it you have a question regarding a claim that you already have a claim number for, or you're needing full status on both?
[CUSTOMER][NEUTRAL] I just, I need the full status like when did you receive the claim? Is this the check or EFT and uh on what day the claim is processed and each and everything, the claim number and the check number.
[AGENT][NEUTRAL] What is the data service in total bill amount?
[CUSTOMER][NEUTRAL] The uh the date of service is 9-24-2024.
[AGENT][NEUTRAL] Mhm. Total build amount.
[CUSTOMER][NEUTRAL] And the bill amount is like $220.02.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK, and you did say for 924-2024, is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, there is no claim on file for this member for that data service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it might be possible with the policy number, let me check that, just a moment.
[CUSTOMER][NEUTRAL] OK. Just, so on the card, the poli you can try the policy number again. It might be possible, you will see it.
[AGENT][NEUTRAL] 022. Yes, sir. I have the policy pulled up. I'm looking at Rens Aziz's information. There's no claim on file for this number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. For this state of service, right?
[AGENT][NEUTRAL] That is correct. There is no claim on file for data service 924-2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and
[CUSTOMER][NEUTRAL] OK. And what about the 1111 2024?
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] The total bill amount is like $640.05.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is also a claim on file for this number for that data service.
[CUSTOMER][NEUTRAL] Mhm. OK, just a moment, just bear with me.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Just a moment, I'm just checking in my like a software, just bear with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate your patience.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you so much for your time. Are you there?
[AGENT][NEUTRAL] Yes, sir. I am here.
[CUSTOMER][NEUTRAL] OK, OK, just that.
[CUSTOMER][NEUTRAL] OK. So there is a pair. OK. So, would you please tell me uh what is the payer ID so I can confirm that from.
[AGENT][NEUTRAL] 645-56.
[CUSTOMER][NEUTRAL] OK, 64556. And the address, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The address for this member's policy is going to go to IMA.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's, could you please, uh, like the repeat the address again. It's [PII], and after that?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And the city, what is the city name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and the zip code is going to be [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK just a moment.
[CUSTOMER][NEUTRAL] OK, and could you please tell me uh what is the tier for limits like the time file limits? Do you remember, do you know?
[AGENT][NEGATIVE] Again, there, there is no timely filing limit.
[CUSTOMER][NEUTRAL] OK, just um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you so much. And could you please tell me your good name and the reference number, please?
[AGENT][NEUTRAL] Yes sir again my name [PII] is [PII] and my name in today's date will be your call reference number.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK. So your name is uh [PII] or [PII]?
[AGENT][NEUTRAL] No, your name is [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. OK, just a moment. OK.
[CUSTOMER][NEUTRAL] And the reference number, please?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, OK. OK, thank you so much for letting me know. Just a moment. It's
[CUSTOMER][POSITIVE] OK, thank you so much, uh, Ms. [PII], uh, you're, you have been very helpful for me and thank you so much. You have a great rest of your day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Yes, I hope you do tell and if that's all I can help you with, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Likewise, thanks so much bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.