AccountId: 011433970860
ContactId: 007dd9ee-9a81-406e-a6b7-cec4d0ce2828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234580 ms
Total Talk Time (AGENT): 121706 ms
Total Talk Time (CUSTOMER): 84081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/007dd9ee-9a81-406e-a6b7-cec4d0ce2828_20250130T15:43_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] calling from provider's office. It's for claim status.
[AGENT][NEUTRAL] And help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] 02297072 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, that's [PII], it's direct line.
[AGENT][NEUTRAL] Thank you. And what is the data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII] and the amount is uh $151 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It looks like your claim number is 3,535,840.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, that's, uh, it looks like the, the claim, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] was issued on uh.
[AGENT][NEUTRAL] on uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], we received the claim on [PII]. We processed it on [PII]. Now the explanation of benefits that we uh have didn't show a deductible co-payment or co-insurance. So if you have a uh a different uh explanation of benefits that shows.
[AGENT][NEUTRAL] The deductible co-payment or co-insurance, uh then we can review the claim, but the one that we received didn't have anything like that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] It didn't show that there was a, that there was anything that was due.
[CUSTOMER][NEUTRAL] OK. Uh can I know?
[CUSTOMER][NEUTRAL] OK, uh, can I have the fax number to send the primary?
[AGENT][NEUTRAL] Certainly, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And if you don't mind uh referencing the policy number and the claim number, then we will uh be glad to look at that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, uh, there is any timely filing limit to file the primary of this.
[AGENT][NEGATIVE] Another is not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Uh, I have one more time. Uh, could you help with this?
[AGENT][NEUTRAL] Uh, yes, and what is the policy number for that, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's 02297072 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] And is this also for [PII]?
[CUSTOMER][NEUTRAL] Uh, no, it's uh [PII] Honey.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and what is the date of service for her?
[CUSTOMER][NEUTRAL] It's [PII] and the amount is $151 even.
[AGENT][NEUTRAL] OK, thank you. Her claim number is 35.
[AGENT][NEUTRAL] 35833.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] And it looks like we uh received that on the [PII] and processed it on the [PII]. Now this also, uh,
[CUSTOMER][NEUTRAL] Any
[AGENT][NEUTRAL] Has the explanation of benefits doesn't show a deductible co-payment.
[AGENT][NEUTRAL] Or co-insurance. So if you don't mind sending that to us, uh, we would appreciate it and then we can go ahead and, and look at that claim as well.
[CUSTOMER][NEUTRAL] OK. OK, thank you. Uh, could you spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] It's all for now. Thank you and have a great day. Bye.
[AGENT][POSITIVE] OK, thanks for contacting A. have a good