AccountId: 011433970860
ContactId: 057d1819-a292-4934-b61b-da2cb08e85db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492880 ms
Total Talk Time (AGENT): 116963 ms
Total Talk Time (CUSTOMER): 183309 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/057d1819-a292-4934-b61b-da2cb08e85db_20250108T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a client status.
[AGENT][NEUTRAL] OK, and I can help you with the claim status and what did you say your name was again, please?
[CUSTOMER][NEUTRAL] Sure, it is going to be [PII].
[AGENT][NEUTRAL] OK, thank you and then what is your callback number please [PII]?
[CUSTOMER][NEUTRAL] Sure, it is going to be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Sure, it is going to be [PII].
[AGENT][NEUTRAL] And what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] That means you're asking for the policy number, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it is going to be 01861397 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] Sure, it is going to be [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] It is going to be $435 even.
[AGENT][NEUTRAL] OK, and what is the charge after primary paid their part?
[CUSTOMER][NEUTRAL] It is $271.78 dollars even. I'm sorry. It is 271. 78 cents.
[AGENT][NEUTRAL] OK, thank you and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Sure, it is going to be.
[CUSTOMER][NEUTRAL] Lawn Ho Healthcare Specialist LLC.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], I'm gonna put you on a brief hold and I'm gonna look up that claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Sure, please take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh hi
[AGENT][NEUTRAL] Miss [PII], this is [PII] back with you again. So looking on data service of [PII], I do not find a claim on file for the amount that you have given.
[CUSTOMER][NEUTRAL] 2024
[CUSTOMER][POSITIVE] OK. Thank you so much for that. And so, can you please help me with the member's eligibility, please?
[AGENT][NEUTRAL] Yes, ma'am. Um, the members.
[CUSTOMER][NEUTRAL] Yes ma'am, um, the numbers.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Effective date is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] OK, so can you please help me with the payer ID please?
[AGENT][NEUTRAL] Yes, ma'am, that is 60801.
[CUSTOMER][NEUTRAL] Yes ma'am, that is [PII].
[CUSTOMER][NEUTRAL] OK, so can you please help me with the mailing address, please?
[AGENT][NEUTRAL] Yes ma'am, that's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. After [PII]. After that, can you please repeat it once again? I'm so sorry for that. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Is there any state name?
[AGENT][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I have the [PII] [PII].
[AGENT][NEGATIVE] No, that's not correct.
[CUSTOMER][NEUTRAL] No, that's not
[CUSTOMER][POSITIVE] Can you please help me with the valid one? I'm really sorry for that.
[AGENT][NEUTRAL] It's OK. Um, it's [PII].
[CUSTOMER][NEUTRAL] That's OK, um, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Got it. Thank you so much. And so, can you please help me with the
[CUSTOMER][NEUTRAL] Timely filing limit, please.
[AGENT][NEUTRAL] There is not one.
[CUSTOMER][NEUTRAL] There is not one.
[CUSTOMER][POSITIVE] I'm really sorry.
[CUSTOMER][NEUTRAL] I'm asking for the, how much of the time it will take, how much time, sorry, it is, I'm asking for the timely falling limit.
[AGENT][NEGATIVE] There is not a timely file limit, right.
[CUSTOMER][NEUTRAL] There is no timely falling limit.
[CUSTOMER][NEUTRAL] OK. OK, got it. Thank you. And so, can you please help me with the call reference number, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Can you please spell your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] OK, got it. Thank you and thank you so much and have a great day.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You you too you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] OK and thank you for calling.
[CUSTOMER][NEUTRAL] Bye.