AccountId: 011433970860
ContactId: 1cf19319-89b7-445a-afcd-fcfe6e2b4280
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301529 ms
Total Talk Time (AGENT): 114329 ms
Total Talk Time (CUSTOMER): 103901 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/1cf19319-89b7-445a-afcd-fcfe6e2b4280_20250422T16:13_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is the [PII].
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the last initial?
[AGENT][NEUTRAL] [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Actually, I'm looking for my claim status.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] My callback number is [PII] and the policy number is.
[CUSTOMER][NEUTRAL] 02152658
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] The patient name is uh [PII], is the first name and the last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] The date of service is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So would that be considered as inpatient?
[CUSTOMER][NEUTRAL] This is the outpatient.
[AGENT][NEUTRAL] So it's multiple claims or one claim?
[CUSTOMER][NEGATIVE] Only 2 claims.
[AGENT][NEUTRAL] So I can only look at one at a time. So what is the first day of service that you would like me to check the status of a claim for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing a claim on file and what's the next date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing the claim on file for that data service either.
[AGENT][NEUTRAL] Could you verify where you submitted the claim?
[CUSTOMER][NEUTRAL] Can you check any clear housing rejection?
[CUSTOMER][NEUTRAL] This claim submit to the electronic.
[AGENT][NEUTRAL] And what was the payer ID that you submitted the claim to because we don't have it on file unfortunately.
[CUSTOMER][NEUTRAL] OK. Can you verify the mailing address?
[AGENT][NEUTRAL] The mailing address to submit claims is [PII].
[AGENT][NEUTRAL] [PII] that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3, I'm sorry, [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK. And what is the claim TFL?
[AGENT][NEUTRAL] Repeat yourself.
[CUSTOMER][NEUTRAL] Can you verify the what is the claim TFL claim timely filing limit?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] No time left.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And did this address.
[CUSTOMER][NEUTRAL] What is the uh address [PII]. This should be submit that is submit the claim on this address otherwise no.
[AGENT][NEUTRAL] No, that's not a cook. That's not our mailing address.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] The mailing address that I provided you is the correct mailing address for claims.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh sure, sure.
[CUSTOMER][NEUTRAL] OK. Can you give me the call reference number?
[AGENT][NEUTRAL] We don't provide those Prune, but you can use my name in today's date as a reference. Would you like for me to spell my name for you again?
[CUSTOMER][NEUTRAL] Yeah, can you repeat again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And the date. So we can resubmit the claim.
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] You can submit the claim with the electronic otherwise payer ID ID paper claim.
[AGENT][NEUTRAL] Yeah, we have a payer ID. Do you, the payer ID is 60801. That's 60801.
[CUSTOMER][NEUTRAL] This is the pay ID.
[AGENT][POSITIVE] Yes, that is correct. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] Goodbye.