AccountId: 011433970860
ContactId: cd8ff1cd-1944-43fc-ac9d-3cf4ca20febf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256480 ms
Total Talk Time (AGENT): 98302 ms
Total Talk Time (CUSTOMER): 96925 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/cd8ff1cd-1944-43fc-ac9d-3cf4ca20febf_20250122T13:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for the providers Common Health Pain Associate. Please note this call will be recorded and monitored for quality and training purposes. I'm calling to check on the claim status.
[AGENT][NEUTRAL] OK, I can assist you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and if I can get the policy number?
[CUSTOMER][NEUTRAL] Uh yes, the policy number is
[CUSTOMER][NEUTRAL] 02342158.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, the callback number is [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information and you said you're checking for claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, but can I get the date of service and the total charge?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII]. And the total charges are $250 even.
[AGENT][NEUTRAL] OK. And are you calling from a medical or dental um office?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the date of service is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I do not show that claim received. Um, I show that this policy became effective [PII]. I show the policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, thank you for that information. Just one moment.
[CUSTOMER][NEUTRAL] Yes, uh, could you please confirm if you're the primary or secondary insurance for the patient?
[AGENT][NEUTRAL] Um, this is a limited hospital indemnity plan. You'll need to verify with your patient whether they have other coverage or not. I can't verify that. I'm just showing our policy at this time.
[CUSTOMER][NEUTRAL] Yeah, all right. Thank you. Yes, could you please verify the claim mailing address and the electronic payer ID?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Payer ID is 60801. I'm sorry, that's incorrect. The payer ID number is.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 645-56
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you can also check your status on our online service center at [PII]. And did you have any other questions, [PII] I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] Uh, what is the mode of, uh, may I know if we can, uh, submit electronic or paper claim via mail?
[AGENT][NEUTRAL] It's your choice.
[CUSTOMER][NEUTRAL] Uh, yeah, thank you. Yes, sir, could you please spell your name for me?
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call. [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Thank you. Mhm.
[CUSTOMER][POSITIVE] Yeah, thank you. All right, thank you for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome and thanks for calling APL So you have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.