AccountId: 011433970860
ContactId: fa6dfba2-750c-4776-af83-7236c96b8730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245070 ms
Total Talk Time (AGENT): 108778 ms
Total Talk Time (CUSTOMER): 58892 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/fa6dfba2-750c-4776-af83-7236c96b8730_20250505T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And your name is what?
[AGENT][NEUTRAL] [PII], and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Hi [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling for claim status. Can you spell your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, I heard with the [PII] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you said that you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] That will be 02496789.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information Genesis that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and the date of service and total bill amount please.
[CUSTOMER][NEUTRAL] [PII] 2025 with the billed amount of 1,12409.
[AGENT][NEUTRAL] 1,124.09. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, for 326-2025, we do not currently have a claim on file. When was this submitted?
[CUSTOMER][NEUTRAL] March, no, it's.
[AGENT][NEUTRAL] You said 326?
[CUSTOMER][NEUTRAL] It's it's for March, yes.
[AGENT][NEUTRAL] Right, for [PII] of 2025, there is no claim on file at this time.
[CUSTOMER][NEUTRAL] OK, do you guys also have the claim to be facts?
[AGENT][NEUTRAL] Yes, ma'am, and you will also need to include a copy of the primary insurance company's explanation of benefits as well because we do have to have that.
[AGENT][NEUTRAL] And that
[CUSTOMER][NEUTRAL] What is the fax number?
[AGENT][NEUTRAL] [PII] attention claims department.
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] Would be my name along with today's date and then once we have received and processed that Genesis, you I think you already have our portal website but you.
[AGENT][NEUTRAL] To be able to check claim is secured. [PII].
[CUSTOMER][POSITIVE] OK. Thank you very much. Have a wonderful day.
[AGENT][POSITIVE] Well, you're welcome. Yes, ma'am. You too. If that's all that I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Uh, you're welcome. Bye bye.