AccountId: 011433970860
ContactId: f3d38347-e7a4-4277-859f-0226b2028303
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307059 ms
Total Talk Time (AGENT): 132535 ms
Total Talk Time (CUSTOMER): 71508 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f3d38347-e7a4-4277-859f-0226b2028303_20250115T15:49_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] Good morning, [PII]. My name is [PII]. I'm calling for claim status, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's my phone number is [PII]. That's a direct line, and the patient's policy number is 02150696.
[AGENT][NEUTRAL] Thank you for that. And can you repeat the phone number I was typing and it wasn't typing.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] And thank you so much for verifying. And all the information provided is a verification of benefits, not a guarantee of payment. And [PII], may I have the um date of service and the total bills?
[CUSTOMER][NEUTRAL] Yes, it's going to be data service [PII] and the billed amount on the claim is $781.40.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] 781.
[AGENT][NEUTRAL] duplicate. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold? I'm just trying to get to the original. It looks like this was submitted a few times. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh, that's right.
[AGENT][NEUTRAL] This is the Duke. I thought that was the first one.
[AGENT][NEUTRAL] 1681.
[AGENT][NEUTRAL] 7603. 0 no, this isn't it.
[AGENT][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] [PII], 2024.
[AGENT][NEUTRAL] 153
[AGENT][NEUTRAL] 6381.
[AGENT][NEUTRAL] 4429, that's it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, no, we don't have that. OK.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So, um, we received a few claims that day, but there's none with your total bills or um the provider. Could it be any other total bills or it's just a 78,140?
[CUSTOMER][NEUTRAL] Right, just the 78,140. Let me go ahead and verify then maybe it got sent to the wrong address, which should be the claim address?
[AGENT][NEUTRAL] So I claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, it looks like that was the correct address we submitted it to. Let's see, it went out on [PII]. Do you think that's not enough time for you to have received it?
[AGENT][NEUTRAL] [PII], I mean, that's almost a month, but we did have the holidays and
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] No, I would, I would resubmit it. Um, we have a payer ID as well or a fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is your fax number and payer ID both?
[AGENT][NEUTRAL] OK, um, so the pay ID is 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, thank you [PII] do you also provide reference numbers for your calls?
[AGENT][NEUTRAL] So 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 for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Thanks for calling APL. I hope you have a great day and happy new year.
[CUSTOMER][POSITIVE] Same to you. Thank you, [PII].
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.