AccountId: 011433970860
ContactId: 081f71dc-a816-45b4-a9f5-b76939a3ee08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 714190 ms
Total Talk Time (AGENT): 104232 ms
Total Talk Time (CUSTOMER): 115882 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/081f71dc-a816-45b4-a9f5-b76939a3ee08_20250310T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Just checking on a claim status.
[AGENT][NEUTRAL] I'm sure I can assist you with claim status. First, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] So my name is [PII] and initial to the last name is [PII], and my callback number is [PII] and it's your direct line.
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is going to be 02123852.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] And the patient name is [PII], and the birth date is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the date of service and bill charges on the claim that you're calling about.
[CUSTOMER][NEUTRAL] And the date of service, we are looking for [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $5,574 even.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, please repeat the policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, sir. The policy number is
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 23852
[AGENT][NEUTRAL] OK, I'm not showing that claim on file, but I'll try to look again. Let me get the policy number one more time.
[CUSTOMER][NEUTRAL] Yeah. The policy number is 021.
[CUSTOMER][NEUTRAL] 23852. And there is any chances to check with the social security number?
[AGENT][NEUTRAL] OK. Please verify the patient's name and date of birth again.
[CUSTOMER][NEUTRAL] Yeah, the patient's name is going to be
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Uh, the first name is
[CUSTOMER][NEUTRAL] Uh [PII], just [PII] is the first name and the last name is [PII]
[AGENT][NEUTRAL] And what's the date of service again?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of service we are looking for.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Um, yes, I'm still waiting on my system. One moment, please.
[CUSTOMER][NEUTRAL] I'm still waiting
[CUSTOMER][POSITIVE] OK, no issues. Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, sir. Thanks for your patience. Um, do you have a claim number?
[CUSTOMER][NEUTRAL] Uh, no, actually, I don't have the claim number.
[AGENT][NEUTRAL] OK, yeah, because I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] OK, but you found the patient, right?
[AGENT][NEUTRAL] Yes, I found the patient. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[CUSTOMER][MIXED] OK, but unable to find a claim, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, no issues. Uh, shall we refile the claim?
[AGENT][NEUTRAL] Um, yes, there's no timely filing, um, limit, so the claim can be resubmitted. Um, do you have the fax number and the mailing address?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no. Before that, could you please provide me the patient policy effective date and the termination date?
[AGENT][NEUTRAL] OK. Yes, sir. And just let me advise you the verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. And you said no time frame, right?
[AGENT][NEGATIVE] Right, there's no timely filing limit.
[CUSTOMER][POSITIVE] OK. And thank you so much for that. And could you please provide me the mailing address and the payer ID?
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[AGENT][NEUTRAL] And the mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for the information. And
[CUSTOMER][NEUTRAL] OK. And could you please spell your name for documentation purpose?
[AGENT][NEUTRAL] Yes, my name is [PII]. It's spelled [PII] My last initial is [PII], and my name and today's date is your reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Uh, no. Thank you so much for helping us and have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank