AccountId: 011433970860
ContactId: f65b5fef-c70c-43fb-bd15-157c9e090d54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285989 ms
Total Talk Time (AGENT): 102844 ms
Total Talk Time (CUSTOMER): 72847 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f65b5fef-c70c-43fb-bd15-157c9e090d54_20250613T17:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from [PII]'s office to check on the claim status, and the last name insured is [PII].
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim status. Um, the phone sounded kind of choppy in the beginning. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and also, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, the contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] with no extension.
[CUSTOMER][NEUTRAL] And the policy number is?
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 01611.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] It, it just went in and out again. Can you repeat the policy number?
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 016
[CUSTOMER][NEUTRAL] 11.
[AGENT][NEUTRAL] 02501611. Is that correct?
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, the member's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [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 bills for the claim?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charges $610 even.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There's no claim.
[AGENT][NEUTRAL] Um, I can double check. Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And that was [PII] for $610.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, well, yes, ma'am. There's no claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] Uh, is there any other insurance for the patient?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Well, we are the secondary insurance, so the other insurance would be primary, um, and that is Florida Blue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, can I get the mailing address, please?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the timely filing limit?
[AGENT][NEUTRAL] There's no timely filing as long as the policy was active on the data service and the policy became active for Allen on [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Um, and can I get the call reference number for the patient?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a nice day. Happy weekend.
[AGENT][POSITIVE] You're welcome was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great weekend as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.