AccountId: 011433970860
ContactId: d1f3f731-165b-4662-8d91-7948bbd8e680
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184600 ms
Total Talk Time (AGENT): 74130 ms
Total Talk Time (CUSTOMER): 77025 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d1f3f731-165b-4662-8d91-7948bbd8e680_20250521T16:32_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 [PII], I am checking the status of a medical claim.
[CUSTOMER][NEUTRAL] That was mailed to you guys.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can definitely help you with the claim status and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], last initial [PII], and a good phone number is [PII], and that's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, for APL it's going to be 02506284.
[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] [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 date of service and the total bills?
[CUSTOMER][NEUTRAL] Yes, it's for data service 328 of 25 billed on the amount of $300.00.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So for [PII], I'm not showing any claims on file. Um, what mailing address was it mailed to?
[CUSTOMER][NEUTRAL] No, I, I said [PII].
[AGENT][NEUTRAL] Yes, that's what I searched for. What mailing address did you mail it to?
[CUSTOMER][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] OK, I thought I heard you say the [PII]. Um, the mailing address is the one on the back of the patient's card. It's [PII], zip code [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so yes, that's the correct mailing address, um, but we have not received the claim for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, can I get a reference number for the call?
[AGENT][NEUTRAL] We also have a
[AGENT][NEUTRAL] Mhm. Um, so we, I was just saying we also have a fax and a payer ID if you need it.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Oh yes please if I can get the fax number that would be helpful.
[AGENT][NEUTRAL] OK, so it's 877.
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And that's attention APL claim.
[CUSTOMER][NEUTRAL] And do I need
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Perfect APL claim.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, I will fax over the medical claim for this data service then. Thank you. Can I get a reference number for the call?
[AGENT][POSITIVE] You're welcome, [PII]
[AGENT][NEUTRAL] Sure, there's no call reference number. You can use my name in today's date. The first initial to my last name is [PII]. My name is [PII]
[CUSTOMER][POSITIVE] OK, thank you [PII] for your time have a good one.
[AGENT][POSITIVE] You also, thanks for calling APL bye bye.