AccountId: 011433970860
ContactId: dad4695d-fa03-4800-9d2a-a11162b91c12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356529 ms
Total Talk Time (AGENT): 112279 ms
Total Talk Time (CUSTOMER): 159097 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/dad4695d-fa03-4800-9d2a-a11162b91c12_20250403T18:29_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I would like to check status of a claim, please.
[AGENT][NEUTRAL] OK, I can help you [PII], and that's [PII]?
[CUSTOMER][NEUTRAL] With an [PII]
[AGENT][NEUTRAL] Oh, [PII], OK, thank you. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number would be 01682909.
[CUSTOMER][NEUTRAL] Letter M L 7.
[AGENT][NEUTRAL] And what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII]. Date of birth would be [PII].
[AGENT][NEUTRAL] Alright, and we're checking claim status and that would be for what date of service?
[CUSTOMER][NEUTRAL] For [PII] for $366.16.
[AGENT][NEUTRAL] 366.16.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me give you the the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 2606689.
[CUSTOMER][NEUTRAL] It's 2606689.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What was the one I gave you?
[AGENT][NEUTRAL] 168 2909 that termed in um.
[CUSTOMER][NEUTRAL] No, no. What I mean is, uh, OK, so it's nothing, it's not related to anything?
[AGENT][NEUTRAL] You know what?
[AGENT][NEUTRAL] Uh, hold on a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am incorrect. The policy number that I gave you was not effective until [PII], so the one that you gave me is the correct one. I apologize for that. It is 168-2909 which termed [PII], so your date of service will fall under this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so the ML 7 is not included.
[AGENT][NEUTRAL] Yeah, I'll just need the numbers.
[AGENT][NEUTRAL] The 168 2909.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you for that clarification.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you gave me data service [PII]. I do not show that claim received at this time.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, it's [PII] for $366.16.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That date of service is not on file.
[CUSTOMER][NEUTRAL] Oh, not.
[AGENT][NEUTRAL] Was that mailed or submitted electronically?
[CUSTOMER][NEUTRAL] I think it should be submitted electronically but it's not in your.
[AGENT][NEUTRAL] You verify the payer ID number used?
[CUSTOMER][NEUTRAL] Wait, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Do you happen to have any fax number or mail? I'll just resubmit this.
[AGENT][NEUTRAL] Mhm. The fax number is 877.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims.
[AGENT][NEUTRAL] And did you say you needed the mailing address as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] Zip code is [PII], right?
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the fax number you gave me is [PII] attention to claims.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] If ever there is a denial or something like that, uh, this is also the fax number I can send in any appeals like that.
[AGENT][NEUTRAL] That is correct. You can use that fax number. You can use that fax number. It would need and it would need to be made to the attention of the pills.
[CUSTOMER][NEUTRAL] Or different
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, if it's an appeal, it needs to be appealed and then it just sending in the claims, it should be claims. OK, thank you very much for that clarification. By the way, [PII], can I have your last name's initial and uh reference number for the call, please?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. First initial last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you very much for this information and have a great day. I'll just resubmit this claim. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.