AccountId: 011433970860
ContactId: fee5a237-f5ec-4348-8c54-4943ecbb0c04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288679 ms
Total Talk Time (AGENT): 106098 ms
Total Talk Time (CUSTOMER): 82690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/fee5a237-f5ec-4348-8c54-4943ecbb0c04_20250502T13:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Mercy Hospital checking on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure. Uh, before that, could you please spell your name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] All right, [PII], thanks for that.
[CUSTOMER][NEUTRAL] OK. So, member ID.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 801.
[AGENT][NEUTRAL] Uh, no, sir. That is a payer ID number to submit electronic claims that is not the patient's ID number. Do you have a copy of the card in front of you?
[CUSTOMER][NEGATIVE] Oh, just don't want.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. The, it's 02.
[CUSTOMER][NEUTRAL] 554
[CUSTOMER][NEUTRAL] 151.
[AGENT][POSITIVE] Thank you so much, give me one moment.
[AGENT][NEUTRAL] OK, and do you have um a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the data uh data service and amount of the charge, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the total bill amount would be $2030.75.
[AGENT][NEUTRAL] OK thank you hold on one moment, [PII].
[AGENT][NEUTRAL] This is for dental?
[CUSTOMER][NEUTRAL] No, it's a medical.
[AGENT][NEUTRAL] OK, the policy number you gave me, is a dental policy number?
[AGENT][NEUTRAL] Um, looks like her medical or his medical policy number was 2554149.
[CUSTOMER][NEUTRAL] OK, OK, let me check it once again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Uh, could you please repeat what was this, uh, medical policy number?
[AGENT][NEUTRAL] Uh, yes, uh, the policy number is 2554149.
[CUSTOMER][NEUTRAL] 4149
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Mercy Hospital.
[AGENT][NEUTRAL] OK, and while I'm looking at claim information just to let you know we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I show the claim process as service rendered after policy terminated.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. Uh, could you please, uh, help me with the effective date and the date of this policy?
[AGENT][NEUTRAL] Effective date was [PII]. Policy term on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So after that, uh, is there any active policy for that member after October?
[AGENT][NEGATIVE] No, they don't have any active coverage with our company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, [PII], and what, what is the call reference number?
[AGENT][POSITIVE] Uh, you can use my name at today's date if you like. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Yes, OK, thanks for that.
[CUSTOMER][NEUTRAL] Uh, could you please, uh, verify the COB of this number?
[AGENT][NEUTRAL] I'm sorry, say one more time.
[CUSTOMER][NEUTRAL] I mean, uh, is there
[CUSTOMER][NEUTRAL] Coordination of benefits of this member?
[AGENT][NEUTRAL] Uh, there's no coordination.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] All right, OK. Thanks for that.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a great day.