AccountId: 011433970860
ContactId: 0c97b90b-a5dc-4fc7-bfd0-6c6fcb39e4b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297619 ms
Total Talk Time (AGENT): 96188 ms
Total Talk Time (CUSTOMER): 122715 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/0c97b90b-a5dc-4fc7-bfd0-6c6fcb39e4b0_20250425T13:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII], my name is [PII]. How are you?
[AGENT][NEUTRAL] I'm good. How are you spell you said [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, I'm good, [PII]. How are you? Uh-huh.
[CUSTOMER][POSITIVE] I'm doing great, thanks for asking.
[CUSTOMER][NEUTRAL] OK, great, thanks. Well, I'm calling to see if you guys can locate a claim that I'm unable to see um on the portal. I do the search, but it says no claims on file, so I was, was wondering if you can assist me just to resubmit it or what can I do?
[AGENT][NEUTRAL] Sure, do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. It is gonna be 02107543.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] To the direct number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you and we're checking claim status for what date?
[CUSTOMER][NEUTRAL] All right. So the date I'm checking here, it is [PII].
[CUSTOMER][NEUTRAL] For $357.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing date of service [PII] for $357 on file for [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Got it. So yeah, uh, also I checked on the portal with the, I mean search fields, but I was not unable to see it neither. So what can we do in this case to resubmit this claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll have to resubmit it. How was it submitted initially?
[CUSTOMER][NEUTRAL] Um, let's see, I, I think it was elect electronically.
[AGENT][NEUTRAL] And what is the payer ID, the electronic payer ID that you have?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's the thing. I'm unable to see it unfortunately, I, I don't know why, but it's not showing here the payer ID. Maybe it's incorrect, but I will notate every information for this claim to be resubmitted electronically, fax if you guys have it and mail it just the last resource.
[AGENT][NEUTRAL] OK, so the payer ID number is 60801.
[CUSTOMER][NEUTRAL] Alright, 60801.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] I'm sorry, that's incorrect. [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] 423. OK.
[AGENT][NEUTRAL] Attention claims. Mhm.
[AGENT][NEUTRAL] And then our claims mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Give me a moment. I didn't get the last numbers. Can you repeat them, please?
[AGENT][NEUTRAL] Um, the zip code [PII].
[CUSTOMER][NEUTRAL] The [PII]?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. All right, so what's your guys' timely filing?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so once you guys receive it once the processing time.
[AGENT][NEUTRAL] 7 to 10 days, 7 to 10 calendar days.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, got it. Alright, well I have everything I need to know just to remit this claim. Thank you for all the information, [PII]. Do you maybe have a call reference number?
[AGENT][NEUTRAL] Uh, you'll use my name in today's date as reference for today's call. [PII], and then first [PII] is [PII]. And any other questions [PII] I can help out with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's gonna be all. Thank you for all the help. Have a nice one.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.