AccountId: 011433970860
ContactId: fbcf0d9b-430c-4a8a-9441-ff12e7e026a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305380 ms
Total Talk Time (AGENT): 98862 ms
Total Talk Time (CUSTOMER): 135858 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/fbcf0d9b-430c-4a8a-9441-ff12e7e026a6_20250520T12:45_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] Hi [PII], my name is [PII]. I'm calling from the Jackson Memorial Hospital. How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Good, good, um, the reason for my phone call is because I need to verify if you guys already received the claim, a new one, because originally on [PII] when I gave a call, um, the claim was processed on, um, [PII], but they were denied it because it was missing the EOB and then the rep that I spoke to said to to rebuild it and and sending with the original billing and the original EOB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, from the primary insurance, so that was sent on [PII]. I just want to verify if you guys already received it.
[AGENT][NEUTRAL] OK, well, I can definitely check and see if the um corrected claim has been received, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] policy number is 02415324.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, that name I cannot pronounce, but I'm gonna spell it out for you, OK? [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Thank you. And the date of birth?
[CUSTOMER][NEUTRAL] [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 for the claim?
[CUSTOMER][NEUTRAL] Uh, June, I mean [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] It was built
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um, [PII], once they, once we receive the payment for uh.
[CUSTOMER][NEUTRAL] From the primary insurance?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And when did you say you you sent the corrected claim on [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, so we haven't received it. How was it sent?
[CUSTOMER][NEUTRAL] Letter
[AGENT][NEUTRAL] OK, what mailing address was it sent to?
[CUSTOMER][NEUTRAL] The address that I mentioned to be sent to was
[CUSTOMER][NEUTRAL] American Public Life attention Claims Department [PII] [PII].
[AGENT][NEUTRAL] OK, yes, that's the correct address. Um, so if you sent it on the [PII], I mean, maybe yesterday was just a week, um, maybe give it to the end of the week because we haven't received it, we haven't received anything since [PII] for this member.
[AGENT][NEUTRAL] But it is going to [PII], so I don't want to say.
[CUSTOMER][NEUTRAL] OK, I'll, I'll I like a, so yeah, and
[CUSTOMER][NEUTRAL] OK, alright, OK.
[AGENT][NEUTRAL] So I would say give it about Friday and see um and then give us a call and see if it's been received, um, and then if not, we do have fax and um payer ID for electronic as well.
[CUSTOMER][NEUTRAL] I'll go ahead and um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You have fas too?
[AGENT][NEUTRAL] Yes, we have a fax number and a payer ID.
[CUSTOMER][NEUTRAL] Because they mentioned.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the payer ID?
[AGENT][NEUTRAL] 60
[AGENT][NEUTRAL] 80
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] And what is the fax number?
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is for uh American.
[AGENT][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK alright thank you so much uh do you have a reference number for this phone call?
[AGENT][NEUTRAL] Sure, 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][NEUTRAL] Uh, I'm so sorry, and what is your first name? because I didn't write that part down.
[AGENT][NEUTRAL] My name is, oh, it's OK, my name is [PII].
[CUSTOMER][NEUTRAL] And your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh and they see, OK.
[CUSTOMER][POSITIVE] All right OK thank you so much I appreciate it alright bye bye.
[AGENT][NEUTRAL] I was
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.