AccountId: 011433970860
ContactId: 25e7600a-14ef-42aa-bad9-05e9f1dd5c21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331399 ms
Total Talk Time (AGENT): 106182 ms
Total Talk Time (CUSTOMER): 149626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/25e7600a-14ef-42aa-bad9-05e9f1dd5c21_20250130T16:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII] calling from the provider office Anastasia Dynamics LLC. I'm, I'm sorry, uh, I'm making this call on behalf of the group Flaming Island Anastasia.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the NPI of uh this provider group is 1487945895. Tax ID [PII].
[AGENT][NEUTRAL] And [PII], are you calling for claim status or eligibility?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, my call is related to claim status of one of my patients.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] All right, I can help you with that, [PII]. What is a good call back number?
[CUSTOMER][NEUTRAL] Uh, my call back number is [PII]. No extension.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, sure. So the policy number is 02496483.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Uh, the name of the patient is [PII].
[CUSTOMER][NEUTRAL] And the date of birth of this member is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you were needing claim status correct?
[CUSTOMER][NEUTRAL] Yes, uh, as my, mhm.
[AGENT][NEGATIVE] For loose
[AGENT][NEUTRAL] For [PII], what is that data service?
[CUSTOMER][NEUTRAL] Uh, the date of service of my, actually I have two claims, and the date of service of both the claims are [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] I do apologize. [PII]. Thank you.
[AGENT][NEUTRAL] All right, now I am checking Luce's policy, [PII], and we do not have a claim on file. Do you know where those claims and her effective date was [PII]?
[AGENT][NEUTRAL] So the policy was active for the data service. Do you know where those claims might have been sent?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Mm let me check. When did we send all these, uh, claims and how did we send?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm, I can see from my record that claims were sent on [PII] and claims were sent.
[CUSTOMER][NEUTRAL] Electronically using the pay ID 60801.
[AGENT][NEUTRAL] That is the correct payer ID, but we do not have the claim on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, OK. So, um, do you have any fax number for sending, please?
[AGENT][NEUTRAL] Absolutely you can fax those claims with primary EOB directly to our claims department at [PII].
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 and that does come straight to our claims department.
[CUSTOMER][NEUTRAL] OK. And uh in the mailing address in case the fax number fail.
[AGENT][NEUTRAL] Sure. The mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what is the family filing limit for the uh secondary clean?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Uh, thank you so much, [PII]. No more queries for today. Can I get any call reference number of this conversation?
[AGENT][NEUTRAL] The call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have been a great thing. Have a nice day. Bye-bye.
[AGENT][POSITIVE] And [PII], thank you for calling APL. It's a pleasure to assist you with that claim status, and I hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.