AccountId: 011433970860
ContactId: e10907a6-b565-4351-9038-139788a028c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 590729 ms
Total Talk Time (AGENT): 105590 ms
Total Talk Time (CUSTOMER): 150057 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/e10907a6-b565-4351-9038-139788a028c3_20250530T16:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling on behalf of Pro office for the claim service and, and you said your name is [PII], right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And do you have a phone number I can get?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, just a minute.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 670
[CUSTOMER][NEUTRAL] 61
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Mm, the patient name is just a.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. What data service?
[CUSTOMER][NEUTRAL] That's on uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But amount is $270 270 dollars.
[AGENT][NEUTRAL] That was 224 24.
[CUSTOMER][NEUTRAL] Yeah, I know, it's 42424.
[AGENT][NEUTRAL] 424, 24.
[CUSTOMER][NEUTRAL] B for 270.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Actually, it's a crossover climb from the primary.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not sure we ever received that claim. There's no claim on file for that data service.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Let me uh check with the address. Uh, we have actually submitted to [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. [PII].
[AGENT][NEUTRAL] That is correct, and that was for [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I do not see a claim on file for that.
[CUSTOMER][NEUTRAL] So fine uh let me resubmit this and uh.
[CUSTOMER][POSITIVE] Mm, effective from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, me is uh effective from uh [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what will be the time refunding for that?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I just need the reference and I just move for the next one.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Uh, the next one, it's, uh.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and what's the next one?
[CUSTOMER][NEUTRAL] Yeah, the member ID number is 023445.
[CUSTOMER][NEUTRAL] 66
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But down. Date of birth on.
[AGENT][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] [PII], yeah, it's on [PII].
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] [PII] and bill amount is $372 372 dollars.
[AGENT][NEUTRAL] That was 225 24, correct?
[CUSTOMER][NEUTRAL] 4:25.
[AGENT][NEUTRAL] 4, 25, 24.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And the member is effective from [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, let me verify the address. Actually, we submitted the claim to [PII], OK, [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, fine, uh, let me try to resubmit this one. you want it to across our client.
[AGENT][NEUTRAL] OK, hold on one moment. Hold on one moment, OK? Let me check on something.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] T2.
[CUSTOMER][NEUTRAL] I don't know really.
[AGENT][NEUTRAL] Hold on one moment, I'm looking.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, sir. I do not see it, um.
[AGENT][NEUTRAL] There's no claim on file for that data service we had gotten some claims in but it wouldn't for that data service.
[AGENT][NEUTRAL] That's what I was checking on.
[AGENT][NEUTRAL] So there's no claim on file for that data service.
[CUSTOMER][NEUTRAL] Fine, let me resubmit for this and uh do you have access for um United American?
[AGENT][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] Yeah, actually, the insurance name is United American Supplement.
[CUSTOMER][NEUTRAL] So do you have uh access for that?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] We're only the American public life.
[CUSTOMER][POSITIVE] OK, fine then. Thank you so much, uh, [PII] and thanks for assisting. OK, have a nice day.
[AGENT][POSITIVE] Thank you and we for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm. Bye-bye.