AccountId: 011433970860
ContactId: cab88aa1-1045-47b1-8a90-f37be8d0026b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382000 ms
Total Talk Time (AGENT): 145821 ms
Total Talk Time (CUSTOMER): 127447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/cab88aa1-1045-47b1-8a90-f37be8d0026b_20250207T21:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and looking on a claim status. Can you help me?
[AGENT][NEUTRAL] OK, you have one claim that you're needing to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And can you spell your first name for me?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, well yeah, thank you. And your callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] What is the extension again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient's policy number is
[CUSTOMER][NEUTRAL] 02559264.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Um, what was the year again one more time? I mean the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], what is your uh date of service and total bill amount for this number?
[CUSTOMER][NEUTRAL] It's [PII] for $465 even.
[AGENT][NEUTRAL] OK, that was [PII] for $465 is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for him for this data service.
[CUSTOMER][NEUTRAL] I don't have it.
[CUSTOMER][NEUTRAL] 01 moment. [PII].
[CUSTOMER][NEUTRAL] 154.
[CUSTOMER][NEUTRAL] And actually, uh,
[CUSTOMER][NEUTRAL] Uh, we have sent it on [PII] and as well as on
[AGENT][NEUTRAL] What address was it sent to?
[CUSTOMER][NEUTRAL] [PII] of
[AGENT][NEUTRAL] Yes ma'am, what address did you send it to?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's actually sent to the
[CUSTOMER][NEUTRAL] It's actually sent to the payer ID 00010.
[AGENT][NEUTRAL] Which is
[AGENT][NEUTRAL] OK, so that is not a payer ID for APL. Our electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. And may I know the effective date of the policy?
[AGENT][NEUTRAL] The policy has an effective date of [PII] and it is active.
[AGENT][NEUTRAL] And we, because this is a supplemental policy, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You will also need to send us the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim we do have a portal that you can check claim status in by going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And may I have the mailing address?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the timely filing limit for claims.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK. And can you spell your name for me?
[AGENT][NEUTRAL] [PII] and you will use my name along with today's date if you need a call reference number.
[CUSTOMER][NEUTRAL] So the, your name is spelled as [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] My name is spelled [PII]
[CUSTOMER][NEUTRAL] OK. [PII] Your last name first initial?
[AGENT][NEUTRAL] Yes and yours?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And call reference number will be your name and today's date.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information you provided me.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you for asking.
[AGENT][POSITIVE] Oh, you're very welcome. So thank you again for calling APL and I hope you have a nice weekend.
[CUSTOMER][POSITIVE] Yeah, you do as well. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.