AccountId: 011433970860
ContactId: ea184312-8632-4ccc-aac1-ca51b0b41f7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 967590 ms
Total Talk Time (AGENT): 285922 ms
Total Talk Time (CUSTOMER): 296867 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ea184312-8632-4ccc-aac1-ca51b0b41f7a_20250303T20:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Apria Healthcare on a recorded line.
[CUSTOMER][NEUTRAL] Could you please help me with the claim status?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 01990915, M as in Mike, L Lima, number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]. And the first name is [PII] [PII].
[AGENT][NEUTRAL] Thank you. And the member's date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $874.72.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, um, the reason I'm asking is because I'm not showing a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK, should I submit the claim?
[AGENT][NEUTRAL] Yes, you can resubmit the claim as long as the policy was active on the data service, you can file at any time, and this policy has been well was active. Hold on one second.
[AGENT][NEUTRAL] Oh, I got it mixed up. OK, so the policy number that you gave is no longer active as of [PII]. There is an active policy though. Let me check under that policy and see if there's a um claim for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the active policy number is 246.
[AGENT][NEUTRAL] 5027.
[AGENT][NEUTRAL] And it's been active since [PII]?
[AGENT][NEUTRAL] So hold on one moment.
[AGENT][NEUTRAL] And you said it was for $824.72?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so under the.
[AGENT][NEUTRAL] I have a
[AGENT][NEUTRAL] What's the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Uh, Apria Healthcare.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so there's no claim on file. There, there is a claim on file, but it's a different total bill and a different provider. So there's no claim on file for [PII] with $824.72. But you can still resubmit that claim under the active policy number and we'll be more than happy to process the claim.
[CUSTOMER][NEUTRAL] OK. And how can I reset it the claim?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] How can I resubmit the claim?
[AGENT][NEUTRAL] Um, you can fax it, you can mail it, or you can um send it electronically. I can give you all three, or did you have one in particular?
[CUSTOMER][NEUTRAL] Yes, could you provide the easiest pay ID?
[AGENT][NEUTRAL] The pay ID is 60801.
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And the fax number is [PII]. Is that right?
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I do have.
[CUSTOMER][NEUTRAL] And the claim for the same member with different date of service.
[AGENT][NEUTRAL] OK, and how many days of service do you have for this member?
[CUSTOMER][NEUTRAL] I have cycling.
[AGENT][NEUTRAL] For this member, I'm asking so that I know how to note it.
[CUSTOMER][NEUTRAL] Yes, 5 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the, actually, you can give me all the data service and the total bill if you like.
[CUSTOMER][NEUTRAL] Yes. And the next date of service would be [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] It's $874.72.
[AGENT][NEUTRAL] $874.72.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so there's no claim on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it is the same as the previous one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the amount of
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, I'm, I'm waiting for the next day of service whenever you're ready.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, the next date of service is [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] $187 even.
[AGENT][NEUTRAL] OK, and there's no claim on file for [PII]?
[AGENT][NEUTRAL] And the next day the service whenever you're ready.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, uh, $1,369.30.
[AGENT][NEUTRAL] Alright, and for [PII], there is also no claim on file?
[CUSTOMER][NEUTRAL] And the next date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $874.72.
[CUSTOMER][POSITIVE] You're right
[AGENT][NEUTRAL] OK, so there's no claims on file for [PII], but I'll add that total bill as well.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] And I have another 2 claims for the different member.
[AGENT][NEUTRAL] OK, so do you have any more claims for this member?
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, and then, OK, so let me note this one. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And how many claims do you have in total?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] More fightings.
[AGENT][NEUTRAL] 5 more claims.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] 02336092
[AGENT][NEUTRAL] Are the other 5 claims for this one member or there are 5 separate claims?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is there multiple dates of service for this claim as the other one, or are there going to be 5 separate claims?
[CUSTOMER][NEUTRAL] That uh this member has uh two data services.
[AGENT][NEUTRAL] OK, what's the 2 days of service and the total bill?
[CUSTOMER][NEUTRAL] It is for this.
[CUSTOMER][NEUTRAL] Uh, it is on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] [PII] and the bill amount is
[AGENT][NEUTRAL] Are you saying 12 or 2 or like
[AGENT][NEUTRAL] Is it 12, or 2?
[CUSTOMER][NEUTRAL] 12.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] January
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] That is $192.19.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And so [PII] for $192 and what was the other date of service?
[CUSTOMER][NEUTRAL] And there is no claim on file for this state of service?
[AGENT][NEUTRAL] You're wanting to go one by one? No, there's no claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, the next next state of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And there's no
[CUSTOMER][NEUTRAL] And the bill amount is?
[CUSTOMER][NEUTRAL] $350 even.
[AGENT][NEUTRAL] OK, and there's no claim on file for [PII]?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] And can I go ahead with the next number?
[AGENT][NEUTRAL] Um, hold on one moment, let me note this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[AGENT][NEUTRAL] And the next member's policy number?
[CUSTOMER][NEUTRAL] It is 0231.
[CUSTOMER][NEUTRAL] 3134 M. Mike Lima number 8.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is. [PII]. And first name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the dates of service and the total bills?
[CUSTOMER][NEUTRAL] Yes, the date of service is.
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $1110.60.
[AGENT][NEUTRAL] Does this member have any other dates of service?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can, can you give them all to me?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It is [PII] and the bill amount is $864.10.
[AGENT][NEUTRAL] OK, does this member have any other dates of service?
[CUSTOMER][NEUTRAL] Next data services.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the same bill amount $1110.60.
[AGENT][NEUTRAL] OK, and there's no claim on file for [PII], [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. And was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you. Can I have the call reference number and your name, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. Again, my name is [PII].
[CUSTOMER][NEUTRAL] It is [PII]?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Yeah have a great day bye.
[AGENT][NEUTRAL] Bye bye.