AccountId: 011433970860
ContactId: 1a7c5425-a09f-4acc-b6a3-e8019ebe4afb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477010 ms
Total Talk Time (AGENT): 133112 ms
Total Talk Time (CUSTOMER): 101256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/1a7c5425-a09f-4acc-b6a3-e8019ebe4afb_20250626T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for broader office to check claim claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you uh [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. One moment.
[CUSTOMER][NEUTRAL] It is uh
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK. The policy number is 1574449.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] Sure. Uh, date of birth is uh [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then do you have that filled out?
[CUSTOMER][NEUTRAL] $1950.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, [PII], do you have the, uh, tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes, it is so.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that one moment please.
[AGENT][NEUTRAL] Alright, so I am not showing that we have received this claim.
[CUSTOMER][NEUTRAL] You do not receive claim.
[AGENT][NEUTRAL] No, I do have a, uh, mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] It's physician health plan claims, right?
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] One moment. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, the
[CUSTOMER][NEUTRAL] Uh, the payer ID is F60801, right?
[AGENT][NEUTRAL] 60801, yes.
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEGATIVE] No, that is not correct.
[CUSTOMER][NEUTRAL] MS 39.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is our older one whenever you're ready I can give you our current claims mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Can I have the mailing address?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] I'm sorry. You said [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And could you please repeat the ZIP code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh may I know your primary or second to this patient?
[AGENT][NEUTRAL] This is their secondary medical policy.
[CUSTOMER][NEUTRAL] May I know the policy effective term period?
[AGENT][NEUTRAL] Uh, so the policy number you gave me was actually one of their older ones. I can go ahead and give you that, uh, policy number that's active during the date of service whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] 85.
[CUSTOMER][POSITIVE] OK. Thank you for the effective from.
[AGENT][NEUTRAL] This policy's effective date was [PII].
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we can submit this claim either paper or electronically, right?
[AGENT][NEUTRAL] Yes, you could submit it however you'd like um there is no timely filing limit.
[CUSTOMER][NEUTRAL] Can I have the call reference number, please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date. Uh, so my name is spelled [PII] A. last initial is A.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all for today.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.