AccountId: 011433970860
ContactId: 1bab5a90-8b82-458e-9936-c6733f12bd73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432350 ms
Total Talk Time (AGENT): 104144 ms
Total Talk Time (CUSTOMER): 186456 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/1bab5a90-8b82-458e-9936-c6733f12bd73_20250321T18:09_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]. I'm calling from provider's office. How are you doing today?
[AGENT][POSITIVE] I'm doing good how about you?
[CUSTOMER][NEUTRAL] I'm also fine.
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, could you provide me a claim status for the patient?
[AGENT][NEUTRAL] I'm sorry, what, what was that?
[CUSTOMER][NEUTRAL] Uh, I need the same status for the patient, please.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. Um, do you have the policy number, [PII], and I can get the claim status?
[CUSTOMER][NEUTRAL] Sure, I do have a policy number. Uh, if you don't mind, could you spell spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, thank you. That's for, thank you for that, [PII], and the policy ID would be 01960211.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, N 8.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, I do have the patient name and date of birth. The patient's first name is [PII] and last name is spelled as [PII], and the date of birth would be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] So, the date of service would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Um, I don't have a claim on file for that date.
[CUSTOMER][NEUTRAL] So there's no claim on file, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Uh, OK, [PII], give me a moment so I can check whether I do have any other, uh, other information to check on this claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, [PII], I do have a bill. Could you do that, please?
[AGENT][NEUTRAL] OK, you said there was a different date of service?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No, I do have file it.
[AGENT][NEUTRAL] Oh, file date? OK, what was that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it's going to be [PII].
[AGENT][NEUTRAL] OK, yeah, I don't I don't show the claim on file.
[CUSTOMER][NEUTRAL] Uh, so, uh, OK, [PII], and I do have a doubt, [PII], whether, uh, in my system, as per my system I can see that this claim was made for American public life and it was got denied for duplicate.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I don't have the claim number, and I do have a, uh, I do have address of the insurance. Could you verify it please?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Uh, if you don't mind, uh, could you provide me the pay ID again?
[AGENT][NEUTRAL] Oh, the payer ID. Yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] It's 6801, right?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] So and could you provide me the [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Ah, I'm sorry, [PII]. Uh, I can, uh, I can barely hear you because your voice is breaking.
[AGENT][NEUTRAL] OK, um, hold on.
[AGENT][NEUTRAL] OK, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK, so that was [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, can you repeat the zip code again please? It's [PII], right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, [PII], I do have an address. Could you confirm the address with that?
[AGENT][NEUTRAL] The address for the claims.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I, uh, could you confirm the address please it's [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, [PII], give me one. Let me document all these other things.
[AGENT][NEUTRAL] OK, are you there? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, uh, sorry, sorry, [PII] about that. And if you don't know, could you tell me a turnaround time for a claim to be resubmit?
[AGENT][NEGATIVE] Um, there's no timely filing for a claim submittal.
[CUSTOMER][NEUTRAL] So, so then.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, uh family for Liberties.
[AGENT][NEUTRAL] There you can submit the claim at any time there's no.
[AGENT][NEUTRAL] Timely filing limit.
[CUSTOMER][POSITIVE] Thank you for that. Uh, there's not. Thank you for that.
[CUSTOMER][NEUTRAL] Uh, if you, if you don't mind, uh, [PII], could you provide me the reference number for this claim, please?
[AGENT][NEUTRAL] Um, the call reference number will be my first name [PII], last initial [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Uh, it's your name and today's date, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you, thank you for that, [PII]. I got the conference number and by the way, thanks for assisting me, [PII], and have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.