AccountId: 011433970860
ContactId: 1ed4021a-ad3e-45a9-b604-c5433fb0816e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352019 ms
Total Talk Time (AGENT): 131609 ms
Total Talk Time (CUSTOMER): 91856 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/1ed4021a-ad3e-45a9-b604-c5433fb0816e_20250515T20:15_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status is. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] So you guys
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have um the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure. Doctor's name is [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the member ID is going to be 025894.
[CUSTOMER][NEUTRAL] 86
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure, member's name is [PII]. Date of birth will be sorry, uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said you need um benefit information or claim status?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Sure. Uh, the date of service is going to be [PII] with a charged amount of $160 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] No it's [PII].
[AGENT][NEUTRAL] I don't have that claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Actually we had built a
[CUSTOMER][NEUTRAL] The claim on [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I have nothing pending.
[CUSTOMER][NEUTRAL] OK. No problem. And could you please help me to check the start date and end date of this policy?
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Effective date on the policy is
[AGENT][NEUTRAL] [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And how much is the timely filing limit?
[AGENT][NEGATIVE] We don't have timely family limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh can you provide me the claim mailing address and payer ID?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Uh, so this one needs to either be fax or mail because we need the primary EOB to be attached to it.
[AGENT][NEUTRAL] Um, so the fax number is [PII].
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. And I do have uh another 2 data service for the same patient. Could you please help me with that?
[AGENT][NEUTRAL] Um, sure. What's the next date of service?
[CUSTOMER][NEUTRAL] Yes, it's [PII] with a charged amount of $138 even.
[AGENT][NEUTRAL] OK, that one is not on file.
[AGENT][NEUTRAL] What's the next date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the next one is uh [PII] with the charge amount of $138 even.
[AGENT][NEUTRAL] Um, that one is not on file either.
[CUSTOMER][NEUTRAL] OK. And can you provide me the payer ID?
[AGENT][NEUTRAL] Um, the payer ID is 60801. Again, that's 60801.
[CUSTOMER][POSITIVE] Thank you. And could you please spell out your name for me?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Thank you. And the call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the state if you will.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling EPL. Have a good day.