AccountId: 011433970860
ContactId: 0202da19-10db-4fe3-811a-74f2c39d97a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169259 ms
Total Talk Time (AGENT): 59158 ms
Total Talk Time (CUSTOMER): 66547 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/0202da19-10db-4fe3-811a-74f2c39d97a3_20250612T18:57_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm calling for claim status, please.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] I have, excuse me, 02563037 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And are you calling from a provider's office?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] What's the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do we have the bill amount?
[CUSTOMER][NEUTRAL] Um, total charge was $2,082. Uh, the balance left after both the other insurances paid was $239.
[AGENT][NEUTRAL] Just to confirm it was data service [PII].
[CUSTOMER][NEUTRAL] Let me just double check that. But yes, ma'am. 10-132024.
[AGENT][NEUTRAL] OK, yeah, I'm not showing that we have any claims on file for that date.
[CUSTOMER][NEUTRAL] OK. And you're showing she was active during that period?
[AGENT][NEUTRAL] Yes, let's see the effective date on here.
[AGENT][NEUTRAL] Is [PII] and they're still active.
[CUSTOMER][NEUTRAL] Just wanna verify. Um, we sent the claim um as paper to [PII]. Is that correct?
[AGENT][NEUTRAL] Yeah, that's correct. I have a fax if you want that or a payer ID also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, we have to send the other two EOBs, so we'll just mail it most likely. What, do you have the timely filing for the policy?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No, there's no timely filing limit.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] Lastly, if I could just get your name again and if there's a call reference number for our call today.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII] Last initial to my name is going to be [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you for your help, sir. Have a good afternoon.
[AGENT][NEUTRAL] You too bye.