AccountId: 011433970860
ContactId: 2c4f8bf8-674a-49f5-8906-b1e4c208e363
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287809 ms
Total Talk Time (AGENT): 83588 ms
Total Talk Time (CUSTOMER): 71273 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/2c4f8bf8-674a-49f5-8906-b1e4c208e363_20250224T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good morning, [PII]. My name is [PII]. I'm calling from Prisma Health Medical Group, and I do need to advise the call is recorded for quality assurance purposes. Um, [PII], can you provide the initial to your last name, please?
[AGENT][NEUTRAL] Sure, it's A.
[CUSTOMER][NEUTRAL] Thank you. Can you help me with claim status?
[AGENT][POSITIVE] Yeah absolutely I could check on a claim for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII] Last name initial is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you. uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] 1514395
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] This is the [PII].
[AGENT][NEUTRAL] 23, OK.
[CUSTOMER][NEUTRAL] $805.
[AGENT][POSITIVE] OK, got it, thank you one moment please.
[AGENT][NEUTRAL] Bear with me just a moment, [PII].
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] Appreciate your patience. It is going so slow for me this morning.
[CUSTOMER][POSITIVE] Oh, that, that's fine, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Well, it does not look like we received a claim for that amount from you [PII].
[CUSTOMER][NEUTRAL] OK. Uh, what's the plan active for that data service?
[AGENT][NEUTRAL] Yes, um, let's see.
[AGENT][NEUTRAL] This effective date was uh [PII].
[CUSTOMER][NEUTRAL] OK, can you tell me what the timely filing guideline is?
[AGENT][NEGATIVE] There's no timely filing limit.
[AGENT][NEUTRAL] We've got a mailing address, fax number, and a pairer ID. I can give you all of that information if you'd like.
[CUSTOMER][NEUTRAL] Uh, fax number, please. I could fax it over.
[AGENT][NEUTRAL] Sure, that's 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK, one more question. Do you show the policy secondary to an Aetna plan?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is uh definitely a secondary medical policy, yes.
[CUSTOMER][NEUTRAL] OK, thank you for that. And one more thing, um, call reference number please for today.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial and today's date. Uh, so my first name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. I appreciate your time. I'll be faxing this over shortly then. Thank you. Have a great day.
[AGENT][POSITIVE] Of course. All right, sounds good. Yeah, thanks for giving us a call. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.