AccountId: 011433970860
ContactId: c8f972a5-ff61-4575-940e-0210485ae4fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339980 ms
Total Talk Time (AGENT): 124429 ms
Total Talk Time (CUSTOMER): 148413 ms
Interruptions: 9
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c8f972a5-ff61-4575-940e-0210485ae4fd_20250523T14:17_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] Hello, [PII]. I'm calling for a claim. I'm following up a claim.
[AGENT][POSITIVE] OK, well I'll be more than happy to.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status and [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] This one
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, sure, [PII], no extension.
[AGENT][NEUTRAL] OK, wait a minute, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the rest of the phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me repeat. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 4598.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Policy number that I have here is 259-591.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] 259-5259591.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm not showing that that's an APL policy number. Um,
[CUSTOMER][NEUTRAL] Uh, I can hear you.
[AGENT][NEUTRAL] Do you have, um, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Show
[CUSTOMER][NEUTRAL] This is for [PII]. Last name is [PII].
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And you said the first name is [PII]. Here we go. I just found her. Hold on one moment.
[CUSTOMER][NEUTRAL] And let me inform you.
[CUSTOMER][NEUTRAL] About uh local.
[CUSTOMER][NEUTRAL] And for you it is not.
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] The long term medication.
[CUSTOMER][NEUTRAL] Sure. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And OK, so the policy number is 259-5919, so it was missing a 9 may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] To the pharmacy.
[CUSTOMER][NEUTRAL] the medication for longer.
[CUSTOMER][NEUTRAL] So just wanted to make sure I.
[CUSTOMER][NEUTRAL] Regarding about this uh.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Any valid
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $466 even.
[CUSTOMER][NEUTRAL] The prescription
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No for sure it is valid because they have all the universe.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for [PII] for [PII], um, but the policy was active, so you can still file the claim if you like. There's no timely filing.
[CUSTOMER][NEUTRAL] Go ahead and reprocess this from here and to make sure.
[CUSTOMER][NEUTRAL] OK, and just to make sure the correct ID number is 259-5919.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] 259-5919. Do you think it's the reason why you are not able to receive the claim because we have billed it with the ID number 259-591?
[AGENT][NEUTRAL] Um, I'm not sure that could have something to do with it, but it shouldn't, um, because we can still see the name and everything, but I, I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just document all of this one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you just provide me, uh, where we can resend the bill?
[AGENT][NEUTRAL] Yes, you can mail it or you can send it electronically. The mailing address is um [PII].
[CUSTOMER][NEUTRAL] And um if you want later we can go ahead.
[CUSTOMER][NEUTRAL] driver's office for them regarding about that.
[AGENT][NEUTRAL] That's who is going to.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] this
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] They have I'll go ahead and call them.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Payer ID.
[AGENT][NEUTRAL] It's 645-56.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 644-56.
[AGENT][NEUTRAL] Mhm. 645-56.
[CUSTOMER][NEUTRAL] Oh, I see. Can you just provide me the reference number of the call and your first name again?
[AGENT][NEUTRAL] Sure, my name is [PII]. First initial to my last name is [PII]. There is no call reference number, but you can use my name and today's date.
[AGENT][NEUTRAL] And [PII], was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] That will be all thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye bye.