AccountId: 011433970860
ContactId: 087132ea-3b9c-4114-8f51-0da437309aaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 662659 ms
Total Talk Time (AGENT): 150332 ms
Total Talk Time (CUSTOMER): 249119 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/087132ea-3b9c-4114-8f51-0da437309aaf_20250602T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] here calling from the provider's office, checking on the claims here.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, a moment.
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] Yeah, before that, could you spell your name, please? I couldn't get that properly.
[AGENT][NEUTRAL] Sure, [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Yeah, they got that. Yeah, OK. Uh one moment. Uh the policy ID is 02449815.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Yeah, take your time.
[CUSTOMER][NEUTRAL] I the
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] with an extension of [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] with the total bill amount of
[CUSTOMER][NEUTRAL] $565 even. It is 565.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Yeah. It is $175.85. It is 175.85.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][POSITIVE] Yeah, take your time.
[CUSTOMER][NEUTRAL] Yeah, calling from Southern Southern Pharmacal Corporation.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, calling from the provider's office.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh, let's see, um, we're showing that claim process is needing primary EOB.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I do got that. Maybe the primary UB.
[CUSTOMER][NEUTRAL] Yeah, we'll be sending it to you. Yeah, can I have the claim number?
[AGENT][NEUTRAL] Sure. Claim number 3604201.
[CUSTOMER][NEUTRAL] Yeah, Karney Fair room. It is 3604201. Am I right, [PII]?
[AGENT][POSITIVE] Uh, that is correct.
[CUSTOMER][NEUTRAL] Yeah. Can I have the, when it was processed, can I have the date, please?
[AGENT][NEUTRAL] Uh, sure. This claim was processed on a moment.
[AGENT][NEUTRAL] Um, [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I do got that. Yeah, can I have the claim time limit?
[AGENT][NEUTRAL] Uh, there's no time limit to submit a corrected claim.
[CUSTOMER][NEUTRAL] Yeah, yeah, and there is no time limit.
[AGENT][NEUTRAL] Correct, there's no time limit to submit a corrected claim.
[CUSTOMER][POSITIVE] Yeah, I do got that.
[CUSTOMER][NEUTRAL] Should you got that, [PII]. I do have another one data service for the same number. Could you check with that one, please?
[AGENT][NEUTRAL] Sure. What was that date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[CUSTOMER][NEUTRAL] With the total bill amount of.
[CUSTOMER][NEUTRAL] $140 even. It is $140.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Balance after primary.
[CUSTOMER][NEUTRAL] Yeah, that is $62.34. It is 62.34.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Uh, I show that claim processed on [PII] and a check was mailed for an amount of $62.34.
[CUSTOMER][NEUTRAL] Yeah, I got that. Yeah, the, the total allowed the total allowed amount have been paid. Am I right?
[AGENT][NEUTRAL] We paid the 6234.
[CUSTOMER][NEUTRAL] Yeah, they got the
[CUSTOMER][NEUTRAL] Can I have the claim number?
[AGENT][NEUTRAL] Uh, 3606709.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What is the mode of payment done here?
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] So can I have the check number?
[AGENT][NEUTRAL] 204-70777
[CUSTOMER][NEUTRAL] Yeah, is it still take a bulk check?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] You you got that.
[CUSTOMER][NEUTRAL] And can I have the check date, please?
[AGENT][NEUTRAL] The same as the process date of [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah, I got that.
[CUSTOMER][NEUTRAL] Yeah, can I have a copy of the UB through fax [PII]?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] You are right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Yeah, I do have 2 more data service for the same number for today, that's all. Yeah, could you help me with the 2, Kiki?
[AGENT][NEUTRAL] OK, what is the next date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] With the total bill amount of
[CUSTOMER][NEUTRAL] $140 even. It is 140.
[AGENT][NEUTRAL] Balance after primary.
[CUSTOMER][NEUTRAL] It is $62.34.
[AGENT][NEUTRAL] OK, and what was the next date of service?
[CUSTOMER][NEUTRAL] Yeah, and the next data service is
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Mount of the charge.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It is the same of $62.34.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, 11.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] 10 OK.
[AGENT][NEUTRAL] Um, I saw those two claims also processed on the [PII] and a check was mailed, uh, for each one in the amount of 6234.
[CUSTOMER][NEUTRAL] Yeah, I do got that. Yeah, can I have, uh, can I have the client number for [PII]?
[AGENT][NEUTRAL] Sure, claim number is 3,606,700.
[CUSTOMER][NEUTRAL] Yeah, can I have the check number?
[AGENT][NEUTRAL] 204-7076
[CUSTOMER][NEUTRAL] You got that. Yeah, can I have the
[CUSTOMER][NEUTRAL] Claim number for the [PII], [PII].
[AGENT][NEUTRAL] Sure. 3606731.
[CUSTOMER][NEUTRAL] Can I have the ticket number for that one?
[AGENT][NEUTRAL] 2047078
[CUSTOMER][POSITIVE] Yeah, I do got that.
[CUSTOMER][NEUTRAL] All the process in single check, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, I do got that. For both, for both two, can I have a copy of newbi through fax through by the same fax number?
[AGENT][NEUTRAL] Sure, is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Yeah, thanks.
[CUSTOMER][NEUTRAL] Yeah, [PII], uh, give me a moment. Let me check. Is it um something? Yeah, give me a moment, please.
[CUSTOMER][NEUTRAL] Yeah, OK. I do got that. Yeah, [PII], uh, it's, uh, you have been stated that there is no timely firing limit for [PII] claim, am I right, [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, you got that. Yeah, for documentation, can I have the initial, initial claim submission, family final limit for you?
[AGENT][NEUTRAL] There is no time limit to submit claims.
[CUSTOMER][NEUTRAL] [PII], OK. I do got that. Yeah, thank you, [PII]. Yeah, I think I do got all the information here for today. Can I have the today's call reference number, [PII]?
[AGENT][NEUTRAL] You may use my name at today's date.
[CUSTOMER][POSITIVE] Yeah, [PII]. Thank you. And thanks for your assistance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, [PII] Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, bye.