AccountId: 011433970860
ContactId: 19282a83-8687-4495-ac3b-ad91bb8e8c8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193919 ms
Total Talk Time (AGENT): 76466 ms
Total Talk Time (CUSTOMER): 78567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/19282a83-8687-4495-ac3b-ad91bb8e8c8a_20250218T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, my first name is [PII]. My last name is [PII] calling you from the provider's office looking for claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the patient's ideas.
[CUSTOMER][NEUTRAL] 2,331,800.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, the call back number is [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, the date of birth is uh [PII]. 1st name is [PII] Last name is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, [PII] total charge is $4,526 even.
[AGENT][NEUTRAL] OK, thank you. And do you have the balance after Primari has processed the claim?
[CUSTOMER][NEUTRAL] Uh, yes, after the primary, the balance is $2,197.74.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show we received that claim. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Uh yes, the address that we submitted is [PII].
[AGENT][NEUTRAL] OK, that is correct. Uh, if you like, I can give you a fax number or you can remail the claim to our office.
[CUSTOMER][NEUTRAL] OK, can I have the member effective date?
[AGENT][NEUTRAL] Sure. Uh, effective date was [PII] and the policy term actually on 4-1-27. Give me one quick moment. See.
[AGENT][NEUTRAL] OK. Uh, so it doesn't look like they were active at the time of service. The policy had terminated [PII], and I don't show any other policies with us.
[CUSTOMER][NEUTRAL] OK, but the effective date is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what is the time you finding limit?
[AGENT][NEUTRAL] Uh, there's no time limit. And you said the date of service was [PII], correct?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Oh, well, give me one moment. Oh, I don't show we received that claim, so it still hasn't been received, so you can either fax it or mail it to our office.
[CUSTOMER][NEUTRAL] OK, uh, do you have any call reference number?
[AGENT][NEUTRAL] Uh, no, sir. We don't give reference numbers. You may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK, uh, thank you so much, sir. That's all I need for today and have a very blessed day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mm