AccountId: 011433970860
ContactId: cc8c6c4d-efb7-48b5-bf4e-887b85227983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 656830 ms
Total Talk Time (AGENT): 190039 ms
Total Talk Time (CUSTOMER): 197421 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/cc8c6c4d-efb7-48b5-bf4e-887b85227983_20250430T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. This is [PII] in customer service. I have Ms. [PII] on the line, um, with the provider's office checking on if we have received the claims for 3 different policies.
[AGENT][NEUTRAL] OK. Um, what's the caller's name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] And his callback number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have the first policy number?
[CUSTOMER][NEUTRAL] Yes, I do have um all three of them and they all have um she already gave me the names and date of birth for them. First one is 163.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, the other one is 238.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 93997.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last, and the last one is 246.
[CUSTOMER][NEUTRAL] 5458 [PII].
[AGENT][POSITIVE] OK. You can send him over. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII]. Last name initial is [PII].
[CUSTOMER][NEUTRAL] Calling from LabCorp over the recorded line for training and quality purposes. I am calling to confirm if you received the claim that we submitted for 3 of our mutual patients.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. First, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure it is call back number [PII] and what was the another information that you need, ma'am? I'm so sorry.
[AGENT][NEUTRAL] Please spell your name for me.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And I have the first policy number 01631918 for [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and please verify her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges on the claim that you're calling about?
[CUSTOMER][NEUTRAL] [PII] billed amount of $305.80.
[AGENT][NEUTRAL] I'm waiting on my system, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. Thanks for your patience. Um, I'm showing that we received this claim on [PII].
[AGENT][NEUTRAL] The claim was processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 354-7004.
[AGENT][NEUTRAL] And this claim is denying because services um and independent labs are not covered.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, may I ask if there is anything that we need to submit for this screen, ma'am?
[AGENT][NEUTRAL] Please repeat the question.
[CUSTOMER][NEUTRAL] May I ask if there is anything that we need to file or to submit to resolve this claim?
[AGENT][NEUTRAL] No, ma'am. This service is not covered under the policy. If you resubmit it, it's just gonna deny again because services provided in independent labs are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, I will be taking note of that. May I please ask for the reference number for this member?
[AGENT][NEUTRAL] Um, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, please tell me when you're ready for the 2nd member.
[AGENT][POSITIVE] I'm ready for the 2nd member.
[CUSTOMER][NEUTRAL] ID number is 02465458.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] [PII] $308.70.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thanks for your patience. I'm showing that we received this claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 354-9182.
[AGENT][NEUTRAL] And the claim paid out for $12.94.
[CUSTOMER][NEUTRAL] May you activate it through EFT or through check?
[AGENT][NEUTRAL] It was a single check.
[AGENT][NEUTRAL] And the check number is.
[AGENT][NEUTRAL] 2021959.
[CUSTOMER][NEUTRAL] May I ask for the patient responsibility if there's any?
[AGENT][NEUTRAL] Um, yes, $12.94.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it copay or deductible?
[AGENT][NEUTRAL] Deductible.
[CUSTOMER][POSITIVE] OK, thank you so much ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, please tell me when you're ready for the last number for today.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm ready for the last policy number.
[CUSTOMER][NEUTRAL] 023893997
[AGENT][NEUTRAL] OK. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] [PII] $771.75.
[AGENT][NEUTRAL] And you said that was for [PII]?
[CUSTOMER][NEUTRAL] 330.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And please repeat the bill charges.
[CUSTOMER][NEUTRAL] $771.75.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. I'm not showing a claim with that date of service and those bill charges.
[CUSTOMER][NEUTRAL] OK, may I ask if this is the correct address um we used.
[CUSTOMER][NEUTRAL] OK, we use PO Bo[PII] [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the correct address. Um, claims can also be faxed in and we have a pair ID.
[CUSTOMER][NEUTRAL] OK, may I please have um the fax number and the payer ID?
[AGENT][NEUTRAL] Yes, the fax number is [PII] and please attention it to the claims department.
[AGENT][NEUTRAL] And the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for this information, ma'am, and yeah, I believe I have all the information that I need from you. Thank you so much once again for your help and have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL since there isn't anything else I can assist you with. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.