AccountId: 011433970860
ContactId: e7a448ab-eca6-4f3a-b2ba-6c058eb0a5c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315390 ms
Total Talk Time (AGENT): 114993 ms
Total Talk Time (CUSTOMER): 84394 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/e7a448ab-eca6-4f3a-b2ba-6c058eb0a5c6_20250218T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII]. I'm calling from provider's office to check on claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and you're calling from which facility or provider, Mr. [PII]?
[CUSTOMER][NEUTRAL] You're calling the provider's office.
[AGENT][NEUTRAL] What's the name of the facility or the provider?
[CUSTOMER][NEUTRAL] Yeah. Yeah, Memorial Hospital for cancer and all disease.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient phone number?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, the policy number should be.
[CUSTOMER][NEUTRAL] 02334237.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, my last name is [PII].
[CUSTOMER][NEUTRAL] And first name should be [PII]. Uh date of birth is [PII].
[AGENT][NEUTRAL] Mm OK. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service would be [PII]. And the total charge amount is $6,307.52.
[AGENT][NEUTRAL] Alright, thank you. OK, let me see if I can find this claim for you and for future you can check claim status online through our website at [PII].
[AGENT][NEUTRAL] And that's just functional.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] I'm a I'm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The claim is not on file.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please verify the member's eligibility? The member is active or not?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, we have an effective date of, let's see.
[AGENT][NEUTRAL] [PII] and it is still active at the moment.
[CUSTOMER][NEUTRAL] From [PII] to till now, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for the details.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And could you please confirm the payer ID?
[AGENT][NEUTRAL] OK, um, payer ID is 60801, but this one needs to be sent by fax or mail because it needs to have the primary EOB attached to it, so it needs to be fax or mail. Um, do you need to verify the mailing address or the fax number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. The mailing address is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The fax number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, sir. Thank you so much for all the details. Uh that's all my end. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] You have a great day. Thank you so much.
[AGENT][POSITIVE] Thank you.