AccountId: 011433970860
ContactId: ed5e2495-7a75-4c98-8f33-def59b8ac7e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230910 ms
Total Talk Time (AGENT): 92597 ms
Total Talk Time (CUSTOMER): 97596 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ed5e2495-7a75-4c98-8f33-def59b8ac7e1_20250320T12:47_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] This is [PII] with Sara Soto. Excuse me, Memorial Hospital looking for claim status.
[AGENT][POSITIVE] OK, and I'll be more than happy to help you with the claim status. [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] We have listed 96, hold on, that might be primary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you guys are secondary 02120058 M as in Mary, I as in indigo, and then the 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] [PII] [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 and the total bill for the claim?
[CUSTOMER][NEUTRAL] This was from 725-2023.
[AGENT][NEUTRAL] OK, you said this is for [PII], right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, hold on one moment let me go to [PII].
[AGENT][NEUTRAL] And what's the total bill?
[CUSTOMER][NEUTRAL] $1,016.
[CUSTOMER][NEGATIVE] We billed you guys as secondary, but we never received payment.
[AGENT][NEUTRAL] OK, let me see if this is it. Hold on one moment. We only received one claim that day I'm gonna look and see if this is you. Hold on one second.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] And what's the name of your provider's office?
[CUSTOMER][NEUTRAL] Sarasota Memorial Hospital.
[AGENT][NEUTRAL] OK, yeah, this is a different provider and a different total bill, so we don't have a claim for you on file.
[CUSTOMER][NEUTRAL] OK, let me ask you this is your, um, claims address [PII]? OK, if we send this with proof of time then, will you guys reprocess this claim?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, we don't have a timely filing limit. So as long as the policy was active on the data service, you can file it any time, um, but we have facts and
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, well, was she active? Was he active that day?
[AGENT][NEUTRAL] Uh let me see.
[AGENT][NEUTRAL] Yes, the policy was active from [PII].
[CUSTOMER][NEUTRAL] OK, so I can just go ahead and send this by any chance, do you take them by fax?
[AGENT][NEUTRAL] Yes, we offer fax and um we accept them electronically as well.
[CUSTOMER][NEUTRAL] OK, what's your fax number?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that'll be
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Attention claims.
[AGENT][NEUTRAL] Attention APL claims department.
[CUSTOMER][NEUTRAL] APL claims department OK and uh is there a reference number for our call today?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK, wonderful. Thank you. You've been very helpful.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it. Thanks again. Have a good day, dear.
[AGENT][POSITIVE] All right. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.