AccountId: 011433970860
ContactId: 23c7cfaa-bef6-46a6-9256-f2c07ee82944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154600 ms
Total Talk Time (AGENT): 71481 ms
Total Talk Time (CUSTOMER): 57589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/23c7cfaa-bef6-46a6-9256-f2c07ee82944_20250320T15:00_UTC.wav
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[AGENT][NEUTRAL] Contacting AT. My name is.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office.
[AGENT][POSITIVE] OK, yes, how can I help you?
[CUSTOMER][NEUTRAL] Regarding
[CUSTOMER][NEUTRAL] Yeah, uh, we are calling from provider's office regarding the uh electronic, uh, pay ID uh submission details.
[AGENT][NEUTRAL] OK. I, I, do you have a particular policy number that I could look up? Just to make sure I get the right one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes. The policy number is 02035169. Could you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] This [PII] and extension is [PII].
[AGENT][POSITIVE] I appreciate that. Um, now the, the policy, we, we've updated the policy, so if you don't mind, I'll give that to you too, really quickly. It's 02, this is the most current policy.
[AGENT][NEUTRAL] 02
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] 0101. So, so again, that's 02230101 and the payer ID for this type of policy is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. We need to submit with this member ID, right?
[AGENT][NEUTRAL] Please, yes.
[CUSTOMER][NEUTRAL] OK. Uh, can I get the call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII] and we're gonna use that in today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Um, what is the timely falling to submit this claim?
[AGENT][NEUTRAL] Uh, there is no timely filing, so you can, uh, because we're a secondary insurance, you can file at any time.
[CUSTOMER][NEUTRAL] And the patient is active for the data of service?
[AGENT][NEUTRAL] Uh, yes, yes, they are.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, well, they're active right now.
[CUSTOMER][NEUTRAL] May I know the active date and the book?
[AGENT][NEUTRAL] Yes, um, so this went into effect on [PII], so if, if it's from then until now, they're gonna be active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Uh, thank you for your assistance. Uh, your, uh, pay ID is 60801, is that right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you. Thank you for your assistance. Have a great day. Bye.
[AGENT][POSITIVE] Thanks thanks for contacting if you have.