AccountId: 011433970860
ContactId: 0a55f36a-56f2-40d2-ac3e-9518b8df73ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388320 ms
Total Talk Time (AGENT): 162166 ms
Total Talk Time (CUSTOMER): 147526 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0a55f36a-56f2-40d2-ac3e-9518b8df73ae_20250603T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], initial [PII] I'm checking on a claim.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes. It's 02444629 ML 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient's name, it's.
[CUSTOMER][NEUTRAL] [PII], I think it is [PII] Last name it says uh Vy, it's uh [PII]
[CUSTOMER][NEUTRAL] The [PII], I think it is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I apologize. I think I might have misheard that policy number. Uh, would you mind repeating that for me?
[CUSTOMER][NEUTRAL] Yes, it's 02444629 M as in Mike L as in Lima number 7.
[AGENT][NEUTRAL] OK, so that policy number is pulling or somebody else up, so that is not going to be their policy number. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] I don't have a social security number. One moment, let me check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, if not, the only other way I can search is if you uh wouldn't mind spelling out their name and date of birth.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK. So, date of birth is [PII].
[CUSTOMER][NEUTRAL] First name, it says [PII].
[CUSTOMER][NEUTRAL] Then last name it says [PII].
[AGENT][NEUTRAL] OK, and now that's all there's no spaces between that last name, is that correct?
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] No, no, there is a space after uh V [PII] space then the other name.
[AGENT][POSITIVE] That's OK, got it. Alright, thank you so much for that. Give me just a moment, let me see if I can find them.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, what state does this member live in [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] See, I do believe I've found her.
[AGENT][NEUTRAL] OK awesome I did find this number um let me know when you're ready and I can give you that correct policy number it looks like the last two digits were just switched, so it's 692 instead of 629.
[CUSTOMER][NEUTRAL] 692.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so thank you for verifying all of that um what was the date of service for this claim?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, data service. It's [PII]. The amount $807.
[AGENT][NEUTRAL] 807. OK, thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes. It's in date range, uh, from
[AGENT][NEUTRAL] OK, so I
[CUSTOMER][NEUTRAL] I'm so sorry. It's from [PII].
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, um, do you have the tax ID for this provider [PII]?
[CUSTOMER][NEUTRAL] Yes. I see. It's [PII].
[AGENT][NEUTRAL] OK, so it does not look like we have received this claim, [PII], um, there is no timely filing limit, uh, whenever you're ready I've got a mailing address, fax number, and a pairer ID I can give you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, so our mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh huh fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alrighty, of course, and then that payer ID is 60801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I have
[CUSTOMER][NEUTRAL] Call reference. Uh, before call reference, uh, policy is active, right, for data of service?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's correct. Uh, effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty, uh, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no. Thank you for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.