AccountId: 011433970860
ContactId: 1637159e-80bd-44aa-9df2-1e5c0ad23c9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187199 ms
Total Talk Time (AGENT): 45841 ms
Total Talk Time (CUSTOMER): 74610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/1637159e-80bd-44aa-9df2-1e5c0ad23c9e_20250410T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm calling from the provider's office. I'm looking for a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02501791.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the member is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] $285.02.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And what provider was that?
[CUSTOMER][NEUTRAL] Yeah, it is a facility and the facility name is Urgent MD Healthcare Services.
[AGENT][NEUTRAL] I've got another claim on file for this date, but not with that provider or dollar amount. So it looks like there's no claim on file.
[CUSTOMER][NEUTRAL] OK, the patient is same for that game?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what was, what was the bill amount on that claim?
[AGENT][NEUTRAL] Well, this is for a different provider?
[AGENT][NEUTRAL] So I don't, I don't have the patient you're asking. I don't have the claim that you're asking about.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and uh what is your payer ID to submit a claim?
[AGENT][NEUTRAL] And the payer ID is 60801.
[CUSTOMER][NEUTRAL] Thank you, thank you for the information. And what is the timely filing limit to submit a claim?
[AGENT][NEGATIVE] Um, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK, I'm repeating the payer ID. Is it 60801? Am I correct?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK, and your mailing address is [PII]. Is it correct?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK, thank you, [PII], and may I know the call reference number?
[AGENT][NEUTRAL] It's just my name, [PII], first initial and last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you for the information and have a good day ahead.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day too.
[CUSTOMER][POSITIVE] Same to you thank you.