AccountId: 011433970860
ContactId: 2266eb0d-46f7-428b-95b2-9e864f936ca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302059 ms
Total Talk Time (AGENT): 130903 ms
Total Talk Time (CUSTOMER): 110867 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/2266eb0d-46f7-428b-95b2-9e864f936ca1_20250328T14:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good Morning, thank you for calling AT.
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII] calling from the provider's office, uh, to check on the claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, sure. The callback number, it is.
[CUSTOMER][NEUTRAL] Um, yeah, so it's 1, I'm sorry, it is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Yes, it is Express Wellness Urgent Care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yes. It's 01888548.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm. Yes. Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What's the date of service in the the claim?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Yes. So it's uh [PII] and the bill amount is $656 even.
[AGENT][NEUTRAL] OK. So that is [PII], [PII]:56 even. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you and for the future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, sure.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm not finding that claim. Um, there's no claims on file for that data service, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, got it. Thank you for that. So, can I have the patient's effective and termination date?
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Sure. Let me get that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we have an effective date of [PII].
[AGENT][NEUTRAL] And it terminated on [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you for that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what will be the electronic payer ID to submit claims?
[AGENT][NEUTRAL] OK, for this one, we need to claim either fax or mail because we need the explanation of benefits from the primary insurance attached to it. Um, so, um, I can give you the payer ID for your records, but it needs to be, uh, the, the claim needs to be either fax or mail, OK? So the payer ID is 60801. Again, that's 60801.
[CUSTOMER][NEUTRAL] OK, for this one
[CUSTOMER][NEUTRAL] That man because we.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh yes
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And can I have the fax number?
[AGENT][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect. Thank you for that. And is there any attention for that?
[AGENT][NEUTRAL] Claims department will be fine.
[CUSTOMER][POSITIVE] OK, perfect. Thank you for that. And also, can I have the mailing address?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, yes, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you for that. And will there be any uh timely filing?
[AGENT][NEGATIVE] No, uh, there's no timely filing limits.
[CUSTOMER][POSITIVE] OK, perfect. Thank you for that. And yeah, so could you please spell your name for me?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's [PII] and your initial is [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, yeah. Sorry about that. And can I have the call reference number?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect. Thank you for that. And yeah, so that's it then. Thank you for assisting me and hope you have a great rest of your day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye