AccountId: 011433970860
ContactId: f178f126-f61d-4e0f-a72c-b887c68f3398
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243770 ms
Total Talk Time (AGENT): 105784 ms
Total Talk Time (CUSTOMER): 73641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/f178f126-f61d-4e0f-a72c-b887c68f3398_20250523T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course it is [PII] direct line.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. That is 01611651 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that and then uh what was the date of service for this claim please?
[CUSTOMER][NEUTRAL] This is for [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] It is for [PII]. That was the day we submitted.
[AGENT][NEUTRAL] Oh, I see. OK, so [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Got you OK and then um what was that bill amount, please?
[CUSTOMER][NEUTRAL] This bill amount is $460 even.
[AGENT][NEUTRAL] I'm sorry, that was $460?
[CUSTOMER][NEUTRAL] Yes ma'am, 460.
[AGENT][POSITIVE] OK, all right, got it, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I'm sorry, just to confirm, that was [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received any claims for that date of service for this member.
[CUSTOMER][NEUTRAL] Got you so it's not on file.
[AGENT][NEUTRAL] Yes, I can give you our um we have a mailing address, fax number and a payer ID.
[CUSTOMER][NEUTRAL] What would be the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And what would be the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] Are you able to inform me since when the patient has been effective with um this plan? Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, uh, this policy effective date was, let's see.
[AGENT][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] Oh, I'm so sorry. Hold on just a moment. Let me verify that that's accurate for her.
[AGENT][NEUTRAL] OK, it is, yes, [PII].
[CUSTOMER][NEUTRAL] The 119.
[CUSTOMER][NEUTRAL] Perfect. And the claim is on file. Was it perhaps rejected?
[AGENT][NEUTRAL] No ma'am, I would see it uh either way I have no claims that we've received for that date of service.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, thank you so much. May I have a reference number?
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with? Sure, that would be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is A.
[CUSTOMER][POSITIVE] Awesome thank you you have a great rest of your day and have a great weekend.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.