AccountId: 011433970860
ContactId: 05e29ad6-7e9d-4012-bf2b-53ae440f9160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248110 ms
Total Talk Time (AGENT): 104322 ms
Total Talk Time (CUSTOMER): 121693 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/05e29ad6-7e9d-4012-bf2b-53ae440f9160_20250314T16:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling from Pro's office and I'll call you for a claim status. And could you please spell your name for the document purposes?
[AGENT][NEUTRAL] Sure, my name is [PII]. And do you mind spelling your name as well?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number, please?
[CUSTOMER][NEUTRAL] Mhm. Sure, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] with extension of [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII]. Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the patient policy number is 1395395 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, the patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have the claim number which is sorry the data service it is September 19th of 2024.
[AGENT][NEUTRAL] September 19, 2024.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, I'm checking for [PII].
[AGENT][NEUTRAL] [PII] does for data service 99.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, 91929-1924. I don't have a claim on file for that data service.
[CUSTOMER][NEUTRAL] 919. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so may I know the patient's effectivity?
[AGENT][NEUTRAL] Sure. Effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Could you please provide me the uh the mailing address or the, the payer ID.
[AGENT][NEUTRAL] Sure. Our mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And payer ID is 60.
[AGENT][NEUTRAL] 801.
[AGENT][NEUTRAL] And you can also fax the claim to us with that primary EOB it comes directly to our claims department.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] OK, uh, OK, the, the address was [PII] [PII] and the payer ID is [PII].
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and may I know the time limit to submit a secondary claim?
[AGENT][NEUTRAL] There's no timely filing. Now, we will need that primary EOP along with the claim or secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ok, that's no.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, and may I know the reference number for this call?
[AGENT][NEUTRAL] A reference number would be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And [PII], it's a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, no, I got all the information and thank you, [PII]. Thank you for your time and.
[CUSTOMER][POSITIVE] Have a nice day.
[AGENT][POSITIVE] And thank you for calling APL Ari and I hope you have a wonderful day as well and happy weekend.
[CUSTOMER][POSITIVE] Thank you. Happy weekend. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.