AccountId: 011433970860
ContactId: 0e20bd66-c26a-450b-8750-a783eefaef0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234729 ms
Total Talk Time (AGENT): 98230 ms
Total Talk Time (CUSTOMER): 108897 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0e20bd66-c26a-450b-8750-a783eefaef0d_20250205T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status. Could you please help?
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] Yeah it's.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02263406.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is on [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Uh, bear with me just one moment. I'm getting that pulled up. We'll be happy to assist you.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Yeah, take your time, no worries.
[AGENT][NEUTRAL] And [PII], what do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] So I just need data service with the data service.
[AGENT][NEUTRAL] Alright, and what is that data service and build them out?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the total bill amount of $984 even.
[CUSTOMER][NEUTRAL] And uh meanwhile, can I know your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][NEUTRAL] You said it was a $900 charge?
[CUSTOMER][NEUTRAL] Yeah, $984 even.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] It's from Emergency Medicine Services of Florida.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I don't have that claim on file for the patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that if you have the primary EOB, Chris, you can fax that claim directly to our claims department. There's no timely filing.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Um, so, uh, could you please, uh, give me your, uh, mailing address?
[AGENT][NEUTRAL] Sure, the mailing address is [PII].
[CUSTOMER][NEUTRAL] So let me verify.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So, and uh can I get the payer ID number?
[AGENT][NEUTRAL] Pay your ID is 60801.
[CUSTOMER][NEUTRAL] OK. So I need to submit the claim, uh, through, uh, any of the sources, right? It can be through mailing address or through electronic, uh, submission.
[AGENT][NEUTRAL] Or even facts.
[CUSTOMER][NEUTRAL] OK, so can I get the fax number?
[AGENT][NEUTRAL] Sure, and it comes straight to our claims department. Our fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. So we need to fax this claim, uh, with the primary UB, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] It's my pleasure to assist you with that claim status. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, that's all for this claim. Uh, thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL cause I hope you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] You too have a great day bye bye.
[AGENT][NEUTRAL] Bye-bye.