AccountId: 011433970860
ContactId: d59ca3ae-7ff2-4f94-8155-a7473bb16e4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306209 ms
Total Talk Time (AGENT): 148955 ms
Total Talk Time (CUSTOMER): 128738 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d59ca3ae-7ff2-4f94-8155-a7473bb16e4f_20250620T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII], and I'm calling to follow up on a claim. Would you be able to assist me with that?
[AGENT][NEUTRAL] OK. Uh, you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] I'm sorry, can you say that again?
[AGENT][NEUTRAL] You're needing claim status, is that correct? Yes, I can help you with that. And did you say your name is [PII]?
[CUSTOMER][POSITIVE] Yes, yes, sorry about that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. OK, thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is 00948722.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And [PII], any information that is provided today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] The data services [PII], and total charges was $6670.27.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you said that the date of service is [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for analyse for that data service.
[CUSTOMER][NEUTRAL] OK, I will resubmit it. Can I get a reference number? Oops sorry.
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Yes, and just a couple of things I want to explain to you. So, because this is a supplemental policy, we will have to have a copy of her primary insurance company's explanation of benefits along with the claim for review.
[AGENT][NEUTRAL] And then once we have received and processed the claim, we do have a portal during that you should be able to check claim status in.
[AGENT][NEUTRAL] And our website for the portal.
[CUSTOMER][NEUTRAL] Yeah, I tried to sign up, yeah, I, I did try to sign up it's the um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. [PII].
[CUSTOMER][NEUTRAL] Well, let me go back to the beginning.
[CUSTOMER][NEUTRAL] Yep, I tried the provider resources APL American Public Life, right? and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I tried to put in.
[CUSTOMER][NEGATIVE] The tax ID that I'm working with today and it said let me hit it next again error no user was found with the information that was.
[AGENT][NEUTRAL] That's the
[AGENT][NEUTRAL] That's correct because we did that would just be for checking claim status, so we don't have the claim on file. So that's why you were receiving that message.
[CUSTOMER][NEGATIVE] Oh dear.
[CUSTOMER][POSITIVE] Yeah, that makes sense now.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You are right, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I will, uh, yeah, well, I didn't know that at the time. I was like, alright, something's wrong.
[AGENT][NEUTRAL] Sure, yeah, yeah, but no, that's what it is because we have, we haven't received the claim to process it under that tax ID for you to be able to use that to sign in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] we
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah makes absolutely perfect sense. Listen, it's Friday afternoon.
[AGENT][POSITIVE] I understand that and I am so glad, I'm so thankful.
[CUSTOMER][NEUTRAL] And I'm done.
[CUSTOMER][NEUTRAL] Yeah, I'm counting down the minutes.
[AGENT][POSITIVE] I'm so happy it's Friday. I love my job, but I'm very happy it's Friday.
[CUSTOMER][NEUTRAL] Yes, I hear you. I hear you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Alright, so you need it with the primary, you need it with the primary EOB with the ICN number or no, um, yes.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] We do need the primary insurance explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] We do need the premium.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For review.
[CUSTOMER][POSITIVE] OK great yeah perfect.
[AGENT][NEUTRAL] OK. All right then. Well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, I will.
[CUSTOMER][NEUTRAL] Just the reference number.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date and again my name is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, [PII], have a great weekend.
[AGENT][POSITIVE] OK, well, I hope you have a great weekend too, [PII], and it was my pleasure speaking to you today. Thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mhmm.
[CUSTOMER][POSITIVE] Uh bye bye thanks.
[AGENT][NEUTRAL] Alright, bye bye.