AccountId: 011433970860
ContactId: c850dde9-4f2b-476a-9232-9e5544732373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320359 ms
Total Talk Time (AGENT): 76370 ms
Total Talk Time (CUSTOMER): 178008 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c850dde9-4f2b-476a-9232-9e5544732373_20250403T18:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII] my name is
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm calling from a provider's office and the um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The insurance card I'm looking at says the claims go to IMA, but that's not uh who I heard answer. Did I call the right place for claim status on an IMA claim?
[AGENT][NEUTRAL] Um, let me see, I, I know some of our groups do mail the claims to IMA, but I think that we can do claim status. Let me double check real quick.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there a policy number on the uh card?
[CUSTOMER][NEUTRAL] Yes, and we, you know, we can check electronically and the two numbers on my card were rejected, so let me pull that up again, um, I've got a medical ID number and I have a policy number, so you asked for the policy number, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK 02311714.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me make sure I send that right 02311714.
[AGENT][NEUTRAL] And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, that is in y'all [PII] [PII].
[AGENT][NEUTRAL] OK, now we should be able to help you with claim status. So basically that you file the claim through there and then they come to us, um, and we give you status. So, um, what is the date of service you want to check on? And I'm sorry, can I get your name again? good callback number. Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, no problem, it's [PII] last initial [PII], and the call back is direct at [PII].
[CUSTOMER][NEUTRAL] And um let's see what else did you ask for?
[AGENT][NEUTRAL] Oh, the date of service you you need a claim status, is that right?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, um, this is for an in inpatient hospital stay and so it starts on [PII], goes through [PII] for [PII]. However, I think all these things were broken down into multiple claims.
[CUSTOMER][NEUTRAL] So let's, so you might have one for [PII] for 330. We'll start there.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah, I don't have that on file. Let me, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What is the different date of service?
[CUSTOMER][NEUTRAL] Uh, the next one would be [PII] for $200.
[AGENT][NEUTRAL] And this is [PII], is that right?
[CUSTOMER][NEGATIVE] Yes, and you know what, uh, the reason I was questioning the um the member number is I, I don't think these things got filed under the correct member number to be honest with you they've got something on here that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Isn't either one of the numbers I saw on the card.
[CUSTOMER][NEGATIVE] So we worst enemies, you know.
[AGENT][NEUTRAL] Oh, OK, let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, because I don't have let's see.
[AGENT][NEUTRAL] Yeah, I don't, I don't have any March dates of service on file.
[CUSTOMER][NEUTRAL] OK, I'm gonna uh refile the claims, um, with the 023 number that we talked about and let me see, is there a payer ID code, electronic payer ID code that I could use?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so were you trying the 64556?
[CUSTOMER][NEUTRAL] Well, when we have, um, especially for client companies that um.
[CUSTOMER][NEUTRAL] We don't do a lot of business with our IT department doesn't set them up to go out automatically so they were printed and mailed, but I will use that after I correct this member number. I will use that payer ID to get it out but just to make sure too, in case I have a problem with that payer ID going through our system, um, it still goes to IMA Inc [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, we'll get it straightened out, [PII], thank you for looking this up for me uh can I get a call reference number?
[AGENT][NEUTRAL] Uh, call reference number is just my first name, [PII], first initial and last name, which is [PII], and today's date.
[CUSTOMER][POSITIVE] Got it thank you [PII], you had a good day.
[AGENT][POSITIVE] Thank you as well. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh goodbye.