AccountId: 011433970860
ContactId: 18d9e168-3841-436c-8d11-27d2327967ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351320 ms
Total Talk Time (AGENT): 88858 ms
Total Talk Time (CUSTOMER): 170328 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/18d9e168-3841-436c-8d11-27d2327967ea_20250211T13:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII].
[CUSTOMER][NEUTRAL] Calling in provider office to check on our claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It [PII]. What's the policy number? It's 02454125.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The phone number in case we're disconnected. [PII] direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] What's the name? The patient name is.
[CUSTOMER][NEUTRAL] I have this
[CUSTOMER][NEUTRAL] Zip code and date of birth of [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII], and you said you're checking claim status?
[CUSTOMER][NEUTRAL] OK, thank you for verifying that, [PII], and you said you're checking point status? Yes.
[AGENT][NEUTRAL] OK, we can assist you with that information. Do you have the date of service and total charge?
[CUSTOMER][NEUTRAL] OK, we can assist you with that information. Do you have the date of service and total charge? [PII] with the bill amount of $191 191 dollars even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] We said [PII]. Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so for Iris I do not show that data service on file.
[CUSTOMER][NEUTRAL] OK, so for IRS I do not show that data service on file.
[CUSTOMER][NEUTRAL] You said no claim file for this patient, right?
[AGENT][NEUTRAL] I do not show that date of service on file, that is correct.
[CUSTOMER][NEUTRAL] Do not show that date of service on file, that is correct. OK, may I know what's the policy effective termination date for this?
[AGENT][NEUTRAL] Sure, the policy effective date is [PII].
[CUSTOMER][NEUTRAL] It's like the date.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And I show the policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] And I feel the policy is no longer active [PII].
[CUSTOMER][NEUTRAL] OK, is that a resubmitting mailing address of [PII]?
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what's the family finding?
[AGENT][NEUTRAL] To submit a claim, there is no timely filing limit.
[CUSTOMER][NEUTRAL] To submit a claim, there is no timely file in a moment.
[CUSTOMER][NEUTRAL] What's the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. And is this uh
[CUSTOMER][NEUTRAL] APL group is primary for this service.
[AGENT][NEUTRAL] I'm sorry, we're secondary.
[CUSTOMER][NEUTRAL] I'm sorry, secondary. You guys are secondary, right?
[AGENT][NEUTRAL] We are secondary payer.
[CUSTOMER][NEUTRAL] Secondary payer
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And I do have one more question. Could you please assist me on that?
[AGENT][NEUTRAL] One moment, let me document this call. I'll be right back with you for that policy number.
[CUSTOMER][NEUTRAL] One moment, let me make this call. I'll be right back with that policy number. Mhm.
[CUSTOMER][NEUTRAL] I didn't know that.
[AGENT][NEUTRAL] And what is the next policy number?
[CUSTOMER][NEUTRAL] It's 02389387.
[AGENT][NEUTRAL] OK, and you can also check your status online at [PII] if you can verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] patient's name and date of birth. A patient named [PII] on the date of [PII].
[AGENT][NEUTRAL] OK, thank you and what's the date of service and total charge?
[CUSTOMER][NEUTRAL] the service and total charge? Yeah data services [PII] with the build amount of.
[CUSTOMER][NEUTRAL] $17,533 even.
[AGENT][NEUTRAL] I don't show the claim receipt, um, for this patient at this time.
[CUSTOMER][NEUTRAL] I don't show the claim receipt uh for this patient at this time.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK, so you're saying that there is no claim, right?
[CUSTOMER][NEUTRAL] What's the affected of the patient?
[AGENT][NEUTRAL] I'm showing the policy effective date of [PII].
[CUSTOMER][NEUTRAL] the policy effective date is [PII].
[AGENT][NEUTRAL] And the policy is active at this time?
[CUSTOMER][NEUTRAL] is that the best time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and is that, uh,
[CUSTOMER][NEUTRAL] Same address should we submit the claim, right?
[AGENT][NEUTRAL] It's the same information?
[CUSTOMER][NEGATIVE] It's the same information. OK, and there is no timely funding to submit the claim.
[AGENT][NEUTRAL] Yeah, it's the same information as before.
[CUSTOMER][NEUTRAL] The same information as before. May I spell your name?
[AGENT][NEUTRAL] [PII]. Any other questions that I can help out with today?
[CUSTOMER][NEUTRAL] As in [PII] name is [PII]. Any other questions that I have today all differences.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] My name is I say. Thanks for valid information, [PII]. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks for calling ATL. Have a