AccountId: 011433970860
ContactId: e2b2fa91-561a-4bc0-ab65-3478003e713a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489440 ms
Total Talk Time (AGENT): 109772 ms
Total Talk Time (CUSTOMER): 97827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e2b2fa91-561a-4bc0-ab65-3478003e713a_20250605T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just looking for the status of some claims.
[AGENT][NEUTRAL] OK. Happy to check on some claims. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, 023313-03.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can get patient's name and date of birth.
[CUSTOMER][NEUTRAL] That would be [PII], [PII].
[AGENT][NEUTRAL] Thank you. Do we have a data service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This is for $75.
[AGENT][NEUTRAL] Do you by chance have a different amount due after primary paid?
[CUSTOMER][NEUTRAL] 2573.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] So it looks like we did get a claim. Uh, it looks like it was received on [PII].
[AGENT][NEUTRAL] Claim is just processed today. There was a benefit payment made in the amount of $25.73.
[CUSTOMER][NEUTRAL] That payment I'm assuming is gonna is still pending correct?
[AGENT][NEUTRAL] Mhm. Yeah, it'll just take a couple of days cause it was just made, it was just processed today.
[CUSTOMER][NEUTRAL] And can I have a claim number?
[AGENT][NEUTRAL] Yeah, absolutely, claim number is 3609835.
[CUSTOMER][NEUTRAL] OK, do you have one more claim for this member as well?
[AGENT][NEUTRAL] OK, let's data service.
[CUSTOMER][NEUTRAL] It's gonna be April 18 of 2025.
[CUSTOMER][NEUTRAL] This is for 189.
[AGENT][NEUTRAL] OK. And do we have a different amount after primary or is that the 189?
[CUSTOMER][NEUTRAL] 35.
[AGENT][NEUTRAL] Uh, so this claim was received on [PII] also processed today. Uh, there was a benefit payment made in the amount of $35.
[AGENT][NEUTRAL] And the claim number on this one is going to be 360.
[AGENT][NEUTRAL] 984 0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I have uh some other members to look at as well.
[AGENT][NEUTRAL] OK, let me just notate this one and then we can move on to the next one.
[CUSTOMER][NEUTRAL] How many claims are you allowed to do per call?
[AGENT][NEUTRAL] We don't have a limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I'm ready for the next ID when you are.
[CUSTOMER][NEUTRAL] This is 123 6669.
[AGENT][NEUTRAL] All right, and the name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] That is [PII]. That is for 207.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'm not showing any claims on file from our lien for 324-25.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have a PO box to resubmit that to?
[AGENT][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, we can.
[CUSTOMER][NEUTRAL] Move on to the next number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII], so over 257-0575.
[AGENT][NEUTRAL] All right. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII] for $88.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, in that case we can move on to the next member.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[AGENT][POSITIVE] Ready for the next policy when you are.