AccountId: 011433970860
ContactId: cf90e842-62c1-465f-8eaf-b849645b8e7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201419 ms
Total Talk Time (AGENT): 79982 ms
Total Talk Time (CUSTOMER): 72893 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/cf90e842-62c1-465f-8eaf-b849645b8e7a_20250318T18:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi and I'm calling regarding a claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim. Are you the insured? Are you calling from a provider or group?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, may I have your name and a contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. My number is [PII]. You said [PII]?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] And I'm sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Totally different.
[AGENT][NEUTRAL] And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's going to be uh let me see.
[CUSTOMER][NEUTRAL] 01A. 67,010 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the um data service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Data service is going to be for 7/24 to 820-2024.
[CUSTOMER][NEUTRAL] The bill amount was 6,781 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] This is for um Boca Raton Regional Hospital.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So we only, so we have, we haven't received the claim. Um, we only have one claim on file. It's a different provider and a different total bill, and that's the only claim for that data service. Um, there's no like range.
[CUSTOMER][NEUTRAL] So do you receive claims uh electronically?
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] OK, so I'm gonna go ahead and resubmit it. Um, can you give me what the address is to go to the claim?
[AGENT][NEUTRAL] The physical address?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Oh and do you have a payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Alright, what, what's gonna be the reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number. You can use my name in today's date.
[CUSTOMER][NEUTRAL] What's the initial to your last?
[AGENT][NEUTRAL] It's [PII] like [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII] have a wonderful day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That will be, that's all thank you.
[AGENT][POSITIVE] Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.