AccountId: 011433970860
ContactId: 00d13fd3-2071-42be-b119-4f2b4d4efe7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291760 ms
Total Talk Time (AGENT): 105298 ms
Total Talk Time (CUSTOMER): 107656 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/00d13fd3-2071-42be-b119-4f2b4d4efe7c_20250110T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling for the provider Valley physician Services. Please note that this call is being recorded and monitored for quality and training purposes. I'm calling to check on a claim status story.
[AGENT][NEUTRAL] OK, I can help you with claim status and did you tell me your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure. It is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is on [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then, um, what is the policy number?
[CUSTOMER][NEUTRAL] It is 01994046 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you and then what is the data service?
[CUSTOMER][NEUTRAL] Um, upon checking, your date of service is on [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] $409 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, yeah, it is $26.56.
[AGENT][NEUTRAL] Thank you. And then one more time, can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Sure. It is Valley Medical Group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm going to put you on a brief hold, Miss [PII]. I'm gonna look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you. So looking on data service of [PII], I do not find a claim in the amount that you have given me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please help me with the patient policy effective date and the termination date?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And you are the secondary insurance for the patient, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you for the information, [PII]. And could you please help me with the mailing address to resubmit the claim?
[AGENT][NEUTRAL] Yes ma'am, the mailing address is [PII], and that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. Thank you for the information. And may I know the timely filing number?
[AGENT][NEUTRAL] There is not one.
[CUSTOMER][NEGATIVE] No timely selling limit.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And could you please help me with the payer ID?
[AGENT][NEUTRAL] Yes ma'am, the payer ID is 60801.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And may I get the call reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's state.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII] for your assistance and that is all I have for the day.
[AGENT][POSITIVE] You too, Ms. [PII] you have a great weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes. Happy Friday. Have a great day.
[AGENT][NEUTRAL] All right, bye bye, ma'am.
[CUSTOMER][POSITIVE] Yeah take care bye bye.
[AGENT][POSITIVE] Thank you.