AccountId: 011433970860
ContactId: ec1757bb-4685-4746-b5c8-9ed93d3ed09e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617570 ms
Total Talk Time (AGENT): 214750 ms
Total Talk Time (CUSTOMER): 190782 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ec1757bb-4685-4746-b5c8-9ed93d3ed09e_20250424T16:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Apria Healthcare on a recorded line. Can you please help me out with the claim status information?
[AGENT][NEUTRAL] You have one claim to check status on, is that correct?
[CUSTOMER][POSITIVE] Yeah, it's correct.
[AGENT][POSITIVE] Yes, I can help you with that. And can you spell your name for me, please?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] The callback number is going to be [PII], and it's a direct line.
[AGENT][POSITIVE] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Sure, the policy number for this person is going to be 02422301.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As any any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Sure. The patient's first name is going to be [PII]. It's [PII]. Last name is going to be [PII]'s [PII]. Date of birth is going to be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total total bill amount for her, please?
[CUSTOMER][NEUTRAL] Sure, the date of service is going to be [PII], but the be amount on the claim is going to be $941.20.
[AGENT][NEUTRAL] 941.20. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, 941.20.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again, the date of service is [PII].
[AGENT][NEUTRAL] Or [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for her for that data service.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Can you please help me out with the ECS payer ID and the address?
[AGENT][NEUTRAL] The payer ID is 60801. The claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Thank you. Can you please repeat the address one more time for me?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. Can we re submit?
[AGENT][POSITIVE] And she means that we will.
[CUSTOMER][NEUTRAL] Can we resubmit the claim?
[AGENT][NEUTRAL] You may submit the claim and when the claim is submitted, we will also need for you to include.
[AGENT][NEUTRAL] A copy of the primary insurance company's as well.
[AGENT][NEUTRAL] And then [PII], once we have processed the claim.
[CUSTOMER][NEUTRAL] OK, we have to mention the price.
[CUSTOMER][NEUTRAL] Sorry, I cannot hear your voice. It's
[AGENT][NEUTRAL] Yes, ma'am. You will need to send the primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] And once we have processed the claim here at APL we have a portal in which you should be able to check our claim status, and our portal website is located at [PII].
[CUSTOMER][NEUTRAL] Can you please let me know the fax number for sending and claim form and
[CUSTOMER][NEUTRAL] It will be
[AGENT][NEUTRAL] [PII] attention claims.
[CUSTOMER][NEUTRAL] I have to mention the primary.
[AGENT][NEUTRAL] Yes, ma'am, that is also required.
[CUSTOMER][NEUTRAL] Primary insurance name as well.
[AGENT][NEUTRAL] The primary insurance company's explanation of benefits.
[CUSTOMER][POSITIVE] Uh OK. Thank you so much.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can you please check for the next date of service for the same number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] How many dates of service do you have for Denver?
[CUSTOMER][NEUTRAL] This is the last one I'm looking for.
[AGENT][NEUTRAL] OK. What is the data service in total bill amount?
[CUSTOMER][NEUTRAL] It's [PII], but the bill amount on the claim is going to be $512.20.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the total bill amount is under $12.20. Is that correct?
[CUSTOMER][NEUTRAL] It is $5122 with 20 cents.
[AGENT][NEUTRAL] 512.20.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we do not have a claim on file for this member for that data service and that bill amount.
[CUSTOMER][POSITIVE] OK. Thank you so much for the confirmation. Can we resubmit the same to the same ECS payer ID and address?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] That is correct, and we will also have to have a copy of the primary insurance company's explanation of benefits for this claim as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much for the confirmation. Can you, for the cross-checking, can you please repeat the fax number once again for me?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 87
[AGENT][NEUTRAL] [PII] at times.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the confirmation. Can you please help me out with the call reference number for our call?
[AGENT][NEUTRAL] It would be my name along with today's date.
[CUSTOMER][NEUTRAL] Can you please spell out your name for my documentation?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there anything else?
[CUSTOMER][POSITIVE] Thank you. Thank you so much, sir.
[AGENT][POSITIVE] Well, you're welcome. Is there anything else [PII] that I can help you with today?
[CUSTOMER][POSITIVE] No, thank you, thank you so much for helping out my day and have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Oh, you're very welcome and thank you for calling APL. I hope you have a nice day also.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh-huh.