AccountId: 011433970860
ContactId: c800fde6-ad09-4502-9931-7cd0def452e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386339 ms
Total Talk Time (AGENT): 194118 ms
Total Talk Time (CUSTOMER): 143054 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c800fde6-ad09-4502-9931-7cd0def452e3_20250317T20:21_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so, this is [PII]. How are you, honey?
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Amen, girls. Amen. Amen. Oh look, I provider on the phone. She's been, we've been on hold for like 20 something minutes.
[AGENT][POSITIVE] Girl, I know. I'm so sorry.
[CUSTOMER][NEGATIVE] The phones are a nightmare. They're a nightmare today. Oh God, if they're bad for us, I, I, I feel bad for y'all real bad. Let me give you this policy number real quick, dear. Oh dear God, help us. She just wants to check the status of a claim.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Oh, OK. Yeah.
[CUSTOMER][NEUTRAL] Uh, OK. 248-7948.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. And OK. And did you verify anything or no?
[CUSTOMER][NEUTRAL] The providers that, yes, I'm well, I verify the date of birth and the address and the name. The provider's name is [PII], yeah, [PII], if I understood her correctly, but that's what it sounded like and I tried to get her to spell it for me.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, you know, I, I, I, I can barely understand Southern English, much less than anything else. So, good Lord.
[AGENT][POSITIVE] All right. It's OK.
[AGENT][NEUTRAL] Do you have a callback number for her?
[CUSTOMER][NEUTRAL] Well, I, I, I forgot to verify that, but here it is, [PII].
[AGENT][NEUTRAL] OK, right. OK. mhm.
[CUSTOMER][NEUTRAL] [PII]. And girl, she has hung in here. She in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. She needs it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] She needs it. She needs it. All right, thank you so, my dear.
[AGENT][POSITIVE] All right. OK, I'm ready for her. Thank you. You're welcome. Bye-bye. Bye.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in the care team. Is this Miss [PII]?
[CUSTOMER][POSITIVE] Correct, sir.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you're looking for claim status?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Um, may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Holy Cross Medical Group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And um she did provide me with the policy number. Can you verify the name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So Vialpa [PII].
[AGENT][POSITIVE] Perfect. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] $324 even.
[AGENT][NEUTRAL] How much again?
[CUSTOMER][NEUTRAL] [PII] $324 even.
[AGENT][NEUTRAL] 325. OK, thank you. And let me see if I can find this claim for you and for future you can check claim status online through our website at [PII] and that's just optional and you said [PII].
[AGENT][NEUTRAL] OK, I don't see that one. Let me check in the pending claims. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have that claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need the mailing address or any information to submit that claim?
[CUSTOMER][NEUTRAL] Sure. Um, so is it, uh, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, the claim is not on file for [PII]. We have not received that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you please help me with the patient's eligibility?
[AGENT][NEUTRAL] Sure, yes. The effective date on the policy is [PII] and it is active at the moment. This is a secondary policy to the major medical.
[CUSTOMER][NEUTRAL] OK, so it was active on the date of service.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] OK, the address to submit claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Payer ID?
[AGENT][NEUTRAL] OK, this is a secondary supplemental plan, so we need the claim either mail or fax. Now, I can give you the payer ID for your records only. And the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. It can be, OK. It can only be submitted through mailing address or fax, is it?
[AGENT][POSITIVE] Correct, yes, because we need the primary E will be attached to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Timely filing limit?
[AGENT][NEGATIVE] We don't have time filing limits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Do you need any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's name.
[CUSTOMER][NEUTRAL] OK, fax number?
[AGENT][NEUTRAL] It's 18773659423.
[CUSTOMER][NEUTRAL] Can you please repeat it? Your voice broke.
[AGENT][NEUTRAL] Sure. Yes, [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. That's all it is needed. Have a great rest of your day. Bye-bye.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You as well and thank you for calling APL.