AccountId: 011433970860
ContactId: dc2df8cc-ec84-4ff7-b7f6-71a7c1f514b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291100 ms
Total Talk Time (AGENT): 124784 ms
Total Talk Time (CUSTOMER): 139968 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/dc2df8cc-ec84-4ff7-b7f6-71a7c1f514b1_20250121T20:55_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello [PII]. Good question.
[CUSTOMER][NEUTRAL] And I'm calling from following care.
[CUSTOMER][NEUTRAL] And I'm calling to get a coin on a pay.
[AGENT][NEUTRAL] OK, so you're needing to check a claim status on one patient, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK. Yes, I can help you with that. And I'm sorry, what was your first name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 025599-34
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] And so first off, what is your patient's name and their date of birth, please?
[CUSTOMER][POSITIVE] Good one ball.
[CUSTOMER][NEUTRAL] And the king [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of service and total bill amount?
[CUSTOMER][NEUTRAL] [PII] and the amount of $115.
[AGENT][NEUTRAL] OK, so that was data service 12-13-2024 and the amount of $115 is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so there is no claim on file for him, [PII], for that data service.
[CUSTOMER][NEUTRAL] No coin on file? OK. Um, so it's the mailing I guess that we need to send it to.
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII], and the zip code is [PII] and a payer ID is 64556.
[CUSTOMER][NEUTRAL] Mm man yeah uh.
[CUSTOMER][NEUTRAL] Um, do you have a fax number that we might be able to fax that to?
[AGENT][NEUTRAL] No, ma'am. I'm sorry. I don't have a fax number for them. No, ma'am. That goes to IMA at that [PII] and there is not a fax.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Oh, OK, OK, alrighty well thank you.
[AGENT][NEUTRAL] All right. You're welcome. And then just one last thing, [PII], once the claim has been received and processed, APL does have a portal which you should be able to check the claim status in, and the website for our portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, yeah, I think we called to pull it up and we couldn't find anything, so yeah, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am. That's, yeah, because there's not one on file, so that would have been a, you know, a reason that you couldn't locate that this time anyway.
[CUSTOMER][NEUTRAL] Yeah, I just wanted to call and make so so.
[AGENT][POSITIVE] Sure. Absolutely.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Oh, I do um.
[CUSTOMER][NEUTRAL] Can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, oh, I've been thank you crazy.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that's all I can help you with, [PII], and thank you again for calling APL and I hope you have a very nice evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye-bye.