AccountId: 011433970860
ContactId: dd4d47dd-5d77-4a04-a2fc-ab5ee369c1a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315149 ms
Total Talk Time (AGENT): 111154 ms
Total Talk Time (CUSTOMER): 80637 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/dd4d47dd-5d77-4a04-a2fc-ab5ee369c1a8_20250508T14:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm a provider. I'm calling from SSM Health Medical Group. I'm calling regarding a claim.
[AGENT][NEUTRAL] OK, [PII], are you needing to check claim status?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Well, I will um be happy to help you with that. I can help you. So what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII]. That's also a direct line.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] It is 02597992.
[AGENT][NEUTRAL] Thank you. One moment while I get the member's information pulled up, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information, [PII] that I do provide 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] The name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] The date of service is [PII] with the total charge of $1,086.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said it's $1,086. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Bear with me, [PII]. I'm having to pull up some additional information.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK [PII], I'm not seeing a claim for him for those dates of service in that total bill amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me. If you don't mind, um, is this patient currently active?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] OK. So I do show this policy went into effect on [PII] and it does still show as being active.
[CUSTOMER][NEUTRAL] And if you don't mind, what is the correct claims mailing address? Is it I [PII]?
[AGENT][NEUTRAL] Say the [PII] one more time for me.
[AGENT][NEUTRAL] [PII] is that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alrighty well I have everything that I need. If you don't mind, [PII], is there a reference number for this call or will I just use today's date?
[AGENT][NEUTRAL] Uh, you would use my name along with today's date and then once the claim has been processed, [PII], we do have a portal in which you should be able to check claim status, and that website is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty I see it right now. I'm gonna go ahead and sign up as a new user. Thank you for that. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well, absolutely, you're very welcome. So again, is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Well thank you so much then for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] And thank you also.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.