AccountId: 011433970860
ContactId: 0b372efc-6d68-48e5-b706-b1e13f385f55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236479 ms
Total Talk Time (AGENT): 103162 ms
Total Talk Time (CUSTOMER): 69863 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/0b372efc-6d68-48e5-b706-b1e13f385f55_20250401T22:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Can you assist me with claims?
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02010692 M for Mike 17.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's for [PII], then the amount.
[CUSTOMER][NEUTRAL] The amount is $30,0065.07.
[AGENT][NEUTRAL] OK, and again that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK all right thank you one moment.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, I'm not showing that we have a claim uh for that date of service.
[CUSTOMER][NEUTRAL] OK, may I just, may I have the payer ID or the mailing address to submit the claim?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I've got a mailing address, payer ID, and a fax number. um, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, so that mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK and then uh fax number?
[CUSTOMER][NEUTRAL] And the pair.
[AGENT][NEUTRAL] Oh, I'm sorry, you did you just need the payer ID or did you need the fax number as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, may I also have the fax number?
[AGENT][NEUTRAL] Sure, yeah, fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the family filing for this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There is no timely filing limit. Did you need that payer ID as well, [PII]?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] OK, that is 60801.
[CUSTOMER][NEUTRAL] Alright, and I just want to check if the patient is still active during the date of service.
[AGENT][NEUTRAL] Yes, they were, um, so this policy's effective date was [PII].
[AGENT][NEUTRAL] And the termination date was [PII].
[CUSTOMER][NEUTRAL] OK, alright, thank you. May I just have the reference number for this call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APO. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.