AccountId: 011433970860
ContactId: 27f3212e-6374-4bd1-897f-5df430f2309f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406440 ms
Total Talk Time (AGENT): 144842 ms
Total Talk Time (CUSTOMER): 166868 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/27f3212e-6374-4bd1-897f-5df430f2309f_20250611T13:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling BF4a Physical Therapy to check claim status today.
[AGENT][NEUTRAL] I'm fine. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Callback number [PII].
[CUSTOMER][NEUTRAL] May I have your first name and last name, kindly spell it, please?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII] And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 01713646 H like Henry M. sorry, H like Henry L like Lima, B like Bravo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] First name [PII], last name [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, the date of service, [PII]. Total charge amount, $634 even.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Yeah, this is primary process to deductible after the claim was transferred to secondary claim, American Public Life Insurance.
[AGENT][NEUTRAL] I'm asking what is the balance after primary process the claim?
[CUSTOMER][NEUTRAL] A balance $127.60 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Uh, yeah, the mailing address is [PII], OK, [PII].
[AGENT][NEUTRAL] That is the correct address. If you like, I can give you a fax number.
[AGENT][NEUTRAL] You can fax the claim or you can mail it to that address again.
[CUSTOMER][NEUTRAL] Yeah, this claim was sent to mailing.
[AGENT][NEUTRAL] OK, well, we have not received it. So I'm saying that you can remail the claim or I can give you a fax number, you can fax the claim.
[CUSTOMER][NEUTRAL] Yeah, OK. May I have the fax number?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] You're welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, OK, this claim was submitted on [PII]. Kindly check for this date and you received the claim.
[AGENT][NEUTRAL] We have not received the claim, so you can remail it or you can fax it to our office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK. May I check that if any further and rejection for this claim?
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] Kindly check that if you any rental rejection for this claim.
[AGENT][NEUTRAL] I'm not understanding what you're saying. Say it one more time, please.
[CUSTOMER][NEUTRAL] Any rejection for this claim, your side?
[AGENT][NEUTRAL] Is there, I'm sorry sir I'm not understanding what you're saying, say that again.
[CUSTOMER][NEUTRAL] Yeah, this claim, any rejection for your side?
[AGENT][NEUTRAL] Does it have a what for our site?
[CUSTOMER][NEUTRAL] Yeah, give me the member effective date and termination date.
[AGENT][NEUTRAL] Well, the effective date was [PII]. The policy terminated on [PII]. They do have an active policy which the claim was not under this plan, and I'll give you that policy number when you're ready.
[CUSTOMER][NEUTRAL] One moment. You said for effective date, [PII]. Termination date is [PII], right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Correct. But the patient does have an active policy, and we still have not received the claim, so I can give you the correct policy number when you're ready.
[CUSTOMER][NEUTRAL] Yeah, may I have the policy number?
[AGENT][NEUTRAL] 2191098.
[CUSTOMER][NEUTRAL] 219
[CUSTOMER][NEUTRAL] 1098
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Yeah, OK, upon checking my side, uh patient was does not active for the data service, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] They were active because the other, the more current policy number became effective [PII] and the policy is active. So they were active at the time of service. We just haven't received the claim.
[CUSTOMER][NEUTRAL] Yeah, the current policy effective date is [PII]. May I have the termination date are still active.
[AGENT][NEUTRAL] It's still active.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] May I have the time to filling limit to submit that claim?
[AGENT][NEUTRAL] There is no time limit.
[CUSTOMER][POSITIVE] Uh, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah, OK, I have the dog.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The 2nd, yeah, the secondary claim submit to with primary UOP and the secondary claim form, right?
[AGENT][NEUTRAL] We have not received the claim. Yes, we need the billing and the primary EOB.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Mhm. Yeah, thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I know the member plan type?
[AGENT][NEUTRAL] It's a secondary supplemental policy.
[CUSTOMER][NEUTRAL] Secondary supplementary policy, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] May I like HMO or PPO?
[AGENT][NEUTRAL] It's a secondary supplemental policy.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEUTRAL] It's not an HMO or PPO.
[CUSTOMER][POSITIVE] Mhm. Yeah, thank you so much. May I
[AGENT][POSITIVE] You're welcome. Thanks for calling.