AccountId: 011433970860
ContactId: fa0305c8-43cf-46c1-994e-75468602fc17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293119 ms
Total Talk Time (AGENT): 100643 ms
Total Talk Time (CUSTOMER): 85582 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/fa0305c8-43cf-46c1-994e-75468602fc17_20250410T16:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling uh regarding a patient, um.
[CUSTOMER][NEUTRAL] I have 4 claims out that have yet to be paid and it looks like we um.
[CUSTOMER][NEUTRAL] Had sent them in and I was trying to make a thing on your portal but it's telling me that.
[CUSTOMER][NEGATIVE] The there's an issue.
[AGENT][NEUTRAL] Can I have your name and a callback number and that policy number to be able to check the status of the claims that you're calling about?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02419206.
[AGENT][NEUTRAL] [PII], what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling about?
[CUSTOMER][NEUTRAL] Um, I have 4 different ones. The first one is [PII].
[AGENT][NEUTRAL] So the member does not have any policy claims on file. Could you verify where you're submitting the claims to?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] It looks like they're going electronically uh.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And uh the electronic ID is SPRNT.
[AGENT][NEUTRAL] Oh, that's probably why there's no claims on file because our electronic pay out not that.
[CUSTOMER][NEGATIVE] Wait, no, no, that's not the right one.
[CUSTOMER][NEGATIVE] That's not the right one, sorry.
[CUSTOMER][NEUTRAL] 75261
[AGENT][NEUTRAL] No, that's not it either. It's 60801.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like a fax number and the mailing address as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] So the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] attention claims department.
[AGENT][NEUTRAL] And the mailing address?
[CUSTOMER][NEUTRAL] Um, attention, one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mailing address is addressed to [PII].
[AGENT][NEUTRAL] [PII] that's [PII], [PII].
[AGENT][NEUTRAL] [PII], [PII]. That's [PII], [PII]. And what was your date of services because the policy terminated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have a couple before then it was, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I have 121 of 24, uh, 7, 12 of 24.
[AGENT][NEUTRAL] OK. Just making sure.
[CUSTOMER][NEUTRAL] Oh, that's also 712 of 24, uh, and then 717 of 24.
[AGENT][NEUTRAL] OK, is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, thank you. Can I get a reference number?
[AGENT][NEUTRAL] We don't provide those unfortunately, but you can use my name in today's data as a reference is [PII] and today's date is a reference.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you get the correct payer ID of 60801?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I did.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] And that's gonna be build the APL correct?
[AGENT][NEUTRAL] Yes, that is correct. We're the secondary gap. We're the gap insurance.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.