AccountId: 011433970860
ContactId: d53732f6-39e5-40d1-a9a5-11dd5fad95a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226259 ms
Total Talk Time (AGENT): 70554 ms
Total Talk Time (CUSTOMER): 92451 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d53732f6-39e5-40d1-a9a5-11dd5fad95a1_20250221T21:12_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, yeah, no, this is [PII] I'm calling from provider's office to check my claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII]. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] 025111
[CUSTOMER][NEUTRAL] 79 M. Mike Lima 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] V. Date of birth is [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 for the claim?
[CUSTOMER][NEUTRAL] That is for [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $43,846.73.
[AGENT][NEUTRAL] OK, hold on one moment. And that was [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. There is a date from [PII].
[AGENT][NEUTRAL] OK, so there's no claim on file for [PII] or [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We submitted a claim on [PII] and it was sent electronically to the payer ID.
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] 87726. Is this the correct ready to submit the claim?
[AGENT][NEUTRAL] No, that's not APL's payer ID. Our payer ID is 60.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 801. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Can I get the effective date and termination date of the policy?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Thank you. And the time limit to submit the claim.
[AGENT][NEUTRAL] So there's no timely filings um to submit the claim as long as the policy was active on the data service and this policy was active.
[CUSTOMER][NEUTRAL] Thank you, [PII], and how many days it will take to process that came after submitting that claim?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] How many days it will take to process the claim? I'm asking the turnaround time.
[AGENT][NEUTRAL] Um, 7 to 10 business days.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] Mm thank you so much, [PII]. Can I get the reference number for this call?
[AGENT][NEUTRAL] Sure, so um there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great rest of your day. Bye bye-bye.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.