AccountId: 011433970860
ContactId: d983cbff-1bd0-48ee-aa54-91f7eabf6401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232000 ms
Total Talk Time (AGENT): 70357 ms
Total Talk Time (CUSTOMER): 93140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/d983cbff-1bd0-48ee-aa54-91f7eabf6401_20250312T18:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Southeast Iowo Regional Medical Center, and I was just needing to follow up and check the status of a reconsideration that we submitted.
[AGENT][NEUTRAL] OK, well, I can definitely help you um with the appeal and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, let me pull that up. Give me just a second here.
[AGENT][POSITIVE] Oh, sure, take your time.
[CUSTOMER][NEUTRAL] OK, sorry about that. Somebody scanned the card and upside down, so I had to do some maneuvering, um, policy is 01848880.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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 and the total bills?
[CUSTOMER][NEUTRAL] [PII] $9,811.48.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Southeast Iowa Regional Medical Center or Great River Medical Center.
[AGENT][NEUTRAL] OK, this is it.
[AGENT][NEUTRAL] But I'm only showing one claim for this, but it's a different total bill. What's your tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah. This one is for um
[AGENT][NEUTRAL] The the total bill is $980.
[AGENT][NEUTRAL] We paid out 100 and hold on, let me go back to what we paid $101.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can I give you a claim number? Would that help you? OK. It's E as in echo Q as in quail, 833.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] 21311
[AGENT][NEUTRAL] OK, so this was filed with their primary insurance.
[CUSTOMER][NEUTRAL] Oh gosh, OK, so I, I understand now.
[AGENT][POSITIVE] But the good thing is we don't have a timely filing, so you could still file with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When we get done with the primary, we'll buy it with you guys. Gosh, OK, I'm sorry, this is not the first time they only have this card scanned in so like when I go to call it's just automatic that I call this number. I'm sorry. I've done this twice to you guys now.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Alright thank you so much for pulling that up anyway we'll get it submitted as soon as we can.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] All right. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Not at this time. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Bye bye.