AccountId: 011433970860
ContactId: e5375e3b-b465-417c-b7b1-f0684b13468a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302190 ms
Total Talk Time (AGENT): 131514 ms
Total Talk Time (CUSTOMER): 87616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/e5375e3b-b465-417c-b7b1-f0684b13468a_20250509T12:33_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]. Very good morning. My name is [PII] and I'm calling you from the provider's office.
[CUSTOMER][NEUTRAL] And I'm looking for a claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim that you're needing status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Mhm. Callback number. It's [PII]. It's a direct line. There's no extension.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Mm mhm. Member ID number, which is
[CUSTOMER][NEUTRAL] Oh, where's my system. What's OK, it's 170.
[CUSTOMER][NEUTRAL] I'm sorry, 01708211 and [PII].
[AGENT][NEUTRAL] OK, so the last thing would be an 8, not a B.
[CUSTOMER][NEUTRAL] OK, it's A. OK. MLA.
[AGENT][NEUTRAL] The, it's number, the number 8, not a B.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that's provided today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Date of birth, it's [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] Mhm. We have service for the claim, which is [PII].
[CUSTOMER][NEUTRAL] And then for the bill charge, it's $238.59.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what is the name of the facility for the claim?
[CUSTOMER][NEUTRAL] It's in the South Florida Surgical Specialist LLC.
[AGENT][NEUTRAL] OK, so as of now, [PII], we do not have a claim on file for her for that data service.
[CUSTOMER][NEUTRAL] OK. Can you just let me know this patient policy was active for your service?
[AGENT][NEUTRAL] Yes, this policy has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK. And can you just verify the claim mailing address?
[AGENT][NEUTRAL] Yes, what do you have?
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] OK. Let me just stop you. That's an old address.
[AGENT][NEUTRAL] That's no longer valid. So the correct claims mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] And [PII], because this is a supplemental policy to her primary insurance, we will also have to have a copy of her primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we have pro.
[CUSTOMER][NEUTRAL] Oh yeah, this person have a mhm.
[AGENT][NEUTRAL] Once we process the claim here at APL we have a portal that you should be able to check claim status in and the website for that is located at secured.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, sounds great. Thank you so much, [PII].
[AGENT][POSITIVE] Well, you're very welcome. Is there anything else, [PII], that I can help you with?
[CUSTOMER][NEUTRAL] I know, I'm done with all my questions. You can just post with the reference number of this call.
[AGENT][NEUTRAL] Ma
[AGENT][NEUTRAL] Yes, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Sounds great. Thank you so much, [PII], for your help and assistance.
[AGENT][POSITIVE] OK, well thank you for calling APL [PII]. You're very welcome and I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You the same bye bye take care.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.