AccountId: 011433970860
ContactId: 25886fd5-689b-44c3-95da-c56dc4caf34d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235059 ms
Total Talk Time (AGENT): 76341 ms
Total Talk Time (CUSTOMER): 86302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/25886fd5-689b-44c3-95da-c56dc4caf34d_20250110T13:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APS.
[CUSTOMER][NEUTRAL] Hey, hi. My name is uh [PII] calling from provider's office, working on the status on the claim. Could you please help me with that?
[AGENT][NEUTRAL] I can assist you with the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, the policy number I have here is 02452464.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] And did I just speak with you, [PII]?
[CUSTOMER][POSITIVE] Oh yes. Sorry?
[AGENT][NEUTRAL] Did I just speak with you a minute ago?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], uh sorry, it's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And you said you're checking a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the date of service in charge?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the total charge amount is $3,923 even.
[AGENT][NEUTRAL] What's the patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And you said the first name is?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said the date of service is [PII]?
[CUSTOMER][NEUTRAL] Yes, and the total charges are $3,923 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not showing the date of service on file for [PII], so we've not received it yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. No claim on file. And may I know the member policy effective and term date, please?
[AGENT][NEUTRAL] Mhm. The policy termination date is [PII], and the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. Got it. And may I know the claim's mailing address, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] City, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 73 1 24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK. And what is the timely filing limit?
[AGENT][NEUTRAL] There's no timely filing limit to submit the claim.
[CUSTOMER][NEUTRAL] OK. And do we have any fax number?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] 942
[AGENT][NEUTRAL] And the payer ID number?
[CUSTOMER][NEUTRAL] Attention
[AGENT][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Uh, one moment. Yeah, the payer ID number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801. Got it. And what is the call reference number?
[AGENT][NEUTRAL] It's gonna be my name in today's date, [PII]
[AGENT][NEUTRAL] And first initial last name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for the information. Have a wonderful day. Thank you so much and happy weekend.
[AGENT][POSITIVE] Alright, thank you for calling APL [PII] have a good day.
[CUSTOMER][POSITIVE] Thank you.