AccountId: 011433970860
ContactId: ffe249f3-bbcb-4c8d-995b-bd4af3d033cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401700 ms
Total Talk Time (AGENT): 162881 ms
Total Talk Time (CUSTOMER): 77261 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/ffe249f3-bbcb-4c8d-995b-bd4af3d033cb_20250207T18:43_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] Hi [PII], my name is [PII]. I'm just looking for the status of some claims.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, I can help you with that [PII] and how many claims do you have to check status on?
[CUSTOMER][NEUTRAL] Just 2.
[AGENT][POSITIVE] OK, yes, I can help you and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. OK, thank you. Now [PII], is the are there claims for the same member and different dates of service or different members?
[CUSTOMER][NEUTRAL] Different members.
[AGENT][NEUTRAL] OK, so, um, yes, I can help you with both. You will use my name along with today's date as your call reference number for each. Also any information [PII] that I provide for you on the claims will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] And lastly, if we do have the claims on file and you need a copy of the EOB for APL, you may go to our portal at [PII] and print those.
[AGENT][NEUTRAL] So what is your first patient's policy number please?
[CUSTOMER][NEUTRAL] This is 02550778.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And what is your patient's name please [PII] and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him please?
[CUSTOMER][NEUTRAL] [PII] for 946.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and you did say it is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we do not have a claim on file for him for that data service.
[CUSTOMER][NEUTRAL] No claim on file. OK. Could you give me an
[AGENT][POSITIVE] That is correct, um.
[AGENT][NEUTRAL] Oh I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Could you give me an address to send that to?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] And we will also have to have a copy of his primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] And this member was active during the data service?
[AGENT][NEUTRAL] Yes, this policy was effective as a [PII] and it is active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect. Alright, and we can move on to the next member.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, and your next member's policy number please?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Uh, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1480429 ML 7.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what is the date I'm sorry, your first off, your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount for him?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] And again you did say [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so this claim is also not on file?
[AGENT][NEUTRAL] The claim's mailing address would be the same as the one I gave you and we will also have to have a copy of the primary insurance company's explanation of benefits as well for this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright [PII], well thank you so much for helping me with these claims.
[AGENT][POSITIVE] You, absolutely, you're very welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, but you have a wonderful day.
[AGENT][POSITIVE] Thank you so much and I hope you do too and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.