AccountId: 011433970860
ContactId: 0fcede26-cdc7-4a03-8dd6-1152bd15c9e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326929 ms
Total Talk Time (AGENT): 119350 ms
Total Talk Time (CUSTOMER): 104355 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0fcede26-cdc7-4a03-8dd6-1152bd15c9e3_20250203T17:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, ma'am. My name is [PII]. Initial my last name is [PII]. Calling from Gray Memorial Hospital to check on a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claiming status, and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure, ma'am. It is [PII] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm. Sure. It is D as in David, 435-07757.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with the 0 followed by 7 digits. That's gonna be your number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, no, ma'am. This is the policy number I have to this patient.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, ma'am, could you please verify with the patient name and date of birth?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yes, give me just a minute.
[CUSTOMER][POSITIVE] Sure, ma'am. Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so the [PII] is the first name or the last name?
[CUSTOMER][NEUTRAL] Uh, [PII] is the first name, ma'am.
[AGENT][NEUTRAL] OK. So the last name is [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Give me just a sec.
[AGENT][NEUTRAL] May I have her date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It is for [PII] with the total charge amount of $326 even.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you said it's [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I don't have a claim on file for [PII] for December.
[CUSTOMER][NEUTRAL] Got it. Thank you, ma'am. May I get the patient policy effective and termination date?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, sure. The effective date of the policy is [PII], and it is active at the moment.
[CUSTOMER][NEUTRAL] Thank you, ma'am. May I get the payer ID?
[AGENT][NEUTRAL] OK, for this one, let me get that for you one moment.
[CUSTOMER][NEUTRAL] on
[AGENT][NEUTRAL] All right, so the payer ID is 64556.
[CUSTOMER][NEUTRAL] Thank you, ma'am. Uh, may I get the mailing address?
[AGENT][NEUTRAL] That will be IMA and that's [PII].
[CUSTOMER][NEUTRAL] All right. Thank you so much, ma'am. Uh, may I get the fax number to submit a claim?
[AGENT][NEUTRAL] Oh, we don't have a fax to submit claims to IMA.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Thank you, ma'am. Uh, may I get the initial claim timely filing limit?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, we don't have to time limits.
[CUSTOMER][POSITIVE] Mhm. Thank you so much, ma'am. Uh, so may I get the patient, uh, correct policy number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, the number for us is 0206.
[AGENT][NEUTRAL] 9359.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much, ma'am. Uh ma'am, could you please spell out your name for my documentation?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you, ma'am. May I get the call reference number for today's call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's if you will.
[CUSTOMER][POSITIVE] Mhm. Sure. Thank you so much, ma'am. I had the record information. I appreciate you, ma'am. Thank you so much for your assistance.
[AGENT][POSITIVE] Have a good day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too, ma'am.
[CUSTOMER][NEUTRAL] Mhm. Take care, ma'am. Bye-bye.
[AGENT][NEUTRAL] Mm.