AccountId: 011433970860
ContactId: 1b5732dc-3a3d-4fde-ae43-3e7c2a0c38ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298450 ms
Total Talk Time (AGENT): 112423 ms
Total Talk Time (CUSTOMER): 90916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/1b5732dc-3a3d-4fde-ae43-3e7c2a0c38ae_20250305T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from provider's office. I'm checking on a claim.
[AGENT][POSITIVE] OK, sure, I can assist you with plans Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII] and it's your direct line.
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], you're calling from which facility? What's the name of the location or the facility?
[CUSTOMER][NEUTRAL] It's, it's Imperial Health LLP.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is 016.
[CUSTOMER][NEUTRAL] 331-80.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Sure. The date of service I have is at [PII], I'm sorry, [PII]. And this is for $458.57.
[AGENT][NEUTRAL] I'm sorry, can you repeat that, the amount one more time?
[CUSTOMER][NEUTRAL] 458 57.
[AGENT][NEUTRAL] 458 57, and that was [PII].
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, 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.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I don't have a claim for [PII] for this member.
[CUSTOMER][NEUTRAL] All right, and uh
[CUSTOMER][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is the mailing address [PII]?
[AGENT][NEUTRAL] No, that is
[CUSTOMER][NEUTRAL] Is it the correct mailing address?
[AGENT][NEGATIVE] That's an incorrect address.
[CUSTOMER][NEUTRAL] Right, I do have a different one. Is it uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the, the [PII].
[AGENT][NEUTRAL] Is that what you got?
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] Uh, no, give me one moment.
[CUSTOMER][NEUTRAL] I got the PO box number as the second address [PII].
[AGENT][NEGATIVE] Yeah, that's incorrect. It's [PII].
[CUSTOMER][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The rest of the address is the same, right?
[AGENT][NEUTRAL] I'm sorry, can you repeat? The rest of the address is correct, yes. Mhm, yes.
[CUSTOMER][NEUTRAL] There's stuff that
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, how much.
[CUSTOMER][NEUTRAL] Thank you. And do you have any fax number for claims or any mailing, email uh address?
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] No, we don't have an email address. We have a fax number. The fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh the patient's policy is active for the date of service, right?
[AGENT][NEUTRAL] Let me give you the effective date, one moment.
[AGENT][NEUTRAL] Effective date of the policy is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And the filing for the secondary claims?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] All right. Thank you. And uh may I know the call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII].
[CUSTOMER][POSITIVE] Thank you so. Thank you so much for your. Have a wonderful day. Bye for now.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.