AccountId: 011433970860
ContactId: 0806cf02-910a-4d37-af28-bdd55a894bf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288549 ms
Total Talk Time (AGENT): 111600 ms
Total Talk Time (CUSTOMER): 103652 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0806cf02-910a-4d37-af28-bdd55a894bf6_20250326T13:59_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah hi there [PII]. My name is [PII], and I'm calling from provider's office regarding claims.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim information today. What is a good call back number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Sure, that is 02361937.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with claim status this morning for [PII]. What is the date of service, please?
[CUSTOMER][NEUTRAL] Sure, that's for [PII]. Total bill amount is $238 even.
[AGENT][NEUTRAL] All right, thank you. And this is for dental claim status?
[AGENT][NEUTRAL] Is this for dental claim status?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, uh, yes, I'm sorry, yeah, that's right for the no claims.
[AGENT][NEUTRAL] From [PII]?
[AGENT][NEUTRAL] And do you mind repeating his date of birth again? I apologize.
[CUSTOMER][NEUTRAL] Uh, sure. The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now, for 528 24, I don't have a claim on file for LC Flowers.
[CUSTOMER][NEUTRAL] Oh, actually we did submit the claim white paper to the address, mailing address of [PII]. Is that the mailing address?
[AGENT][NEUTRAL] That is correct. Now you can also fax that claim directly to our claims department.
[CUSTOMER][NEUTRAL] OK, so can I have the fax number, please?
[AGENT][NEUTRAL] Fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, got that. And can we submit the claim electronically? Is it possible?
[AGENT][NEUTRAL] You can. Our payer ID is 60801.
[CUSTOMER][POSITIVE] OK, perfect. Thanks so much for that. And uh also, may I know whether this patient is active?
[AGENT][NEUTRAL] Yes, the effective date on the policy is [PII] and the policy is active.
[CUSTOMER][POSITIVE] Thank you so much for that and also may I know what's the time the final limit for the claim?
[AGENT][NEGATIVE] No To many filings.
[CUSTOMER][NEUTRAL] OK, no timely filing. Perfect. Uh, so actually, um, [PII], I do have one more claim, and that's for a different patient from the same family. So could you please help me with that one as well?
[AGENT][NEUTRAL] Absolutely. And what is that family name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is the data service for [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's for [PII] as well, total bill amount $238 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to check real quick, [PII]. We did just receive a claim.
[AGENT][NEUTRAL] For Miss [PII], let me check and see if that is yours. Bear with me just one second.
[CUSTOMER][POSITIVE] Sure, no problem. Take your time.
[AGENT][NEUTRAL] Thank you. It's not been processed, so I have to pull up the claim to see.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][POSITIVE] Just got that pulled up for you.
[AGENT][NEUTRAL] No, I don't have that claim on file either.
[CUSTOMER][NEUTRAL] OK, no problem. Then I can resubmit both the claims. So the lighting, then that's all I have for you today, [PII]. So can I have a call reference for today's call then?
[AGENT][POSITIVE] Call reference number is my name and today's date. And [PII], it was a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, [PII], that's all from my end. Uh, thanks so much for helping me out and have a great day as well.
[AGENT][POSITIVE] Hope you have a wonderful day as well, [PII]. Thank you for calling APL and take care.
[CUSTOMER][POSITIVE] Yeah, thank you and bye bye you too take care.
[AGENT][NEUTRAL] Bye bye.