AccountId: 011433970860
ContactId: eb36b745-e3b6-45cd-ac6f-0b3d93d1e181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204520 ms
Total Talk Time (AGENT): 85540 ms
Total Talk Time (CUSTOMER): 84062 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/eb36b745-e3b6-45cd-ac6f-0b3d93d1e181_20250303T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII] calling from provider office to check claim status ordering today.
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm also doing fine. Thank you so much for asking.
[AGENT][NEUTRAL] You're welcome, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One only, this is the last claim.
[AGENT][POSITIVE] All right, well, I'll be more than happy to help with the claim. May I have the um policy number?
[CUSTOMER][NEUTRAL] I having policy number 0244 02444769.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 0244769, there's a number missing.
[CUSTOMER][NEUTRAL] 02444769. I'm having this much only so 02 then 3 times 4 then 769, yeah.
[AGENT][NEUTRAL] Oh, there's 3 4s. OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth uh [PII].
[CUSTOMER][NEUTRAL] Right
[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?
[CUSTOMER][NEUTRAL] [PII] bill amount $515.
[AGENT][NEUTRAL] Alright, so I'm actually not showing a claim on file, any claims on file for Morgan. We haven't processed anything for her yet, um, but you can resubmit the claim and we can process it.
[CUSTOMER][NEUTRAL] What is the effective date of the policy?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And still active for the data service, correct?
[AGENT][NEUTRAL] Yes, it's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what is the mailing address? Do I have to send the claim?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How do you spell?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. OK. [PII].
[AGENT][NEUTRAL] Mhm. And the abbreviation is OK, and then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I will reconfirm [PII] [PII] OK [PII], correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And you have a payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] 60801. Uh, what is the time filing you have?
[AGENT][NEUTRAL] There's no filing limit as long as the policy is active on the data service.
[CUSTOMER][NEUTRAL] OK, what is the call reference number you have?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. We can send electronically, correct?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And can we send a paper claim also?
[AGENT][NEUTRAL] Yes, you can send electronically or paper.
[CUSTOMER][POSITIVE] OK, thank you so much bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Good bye.
[AGENT][NEUTRAL] Bye bye