AccountId: 011433970860
ContactId: 2c8745b3-7a42-4dea-aebd-9b790466b92f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233449 ms
Total Talk Time (AGENT): 63579 ms
Total Talk Time (CUSTOMER): 87692 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2c8745b3-7a42-4dea-aebd-9b790466b92f_20250128T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK can I help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is gonna be 01960247 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Account number is [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Did you say the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the policy, the date of service and the total charge?
[CUSTOMER][NEUTRAL] Date of service is [PII], with a total of $45,706 even.
[AGENT][NEUTRAL] Thank you. It looks like we're needing a copy of the primary insurance explanation of benefits. Um, this claim was received [PII], Pro [PII], and let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just give me, please.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, may I get the claim number, please?
[AGENT][NEUTRAL] Number is 354-207-6.
[CUSTOMER][NEUTRAL] Perfect. I got it. Uh, actually, from my end, I could see that the Prime GOP was already faxed on [PII]. Can you please check whether you received that or not, please?
[AGENT][NEUTRAL] We have not.
[AGENT][NEUTRAL] What number was it faxed to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can see it was faxed to what is that? Just give me a moment, please. Yes, the number we use is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Attention claims, that is correct.
[CUSTOMER][NEUTRAL] Mm, OK. So now, I could go ahead and resubmit that. And just for confirmation, is the primary will be attached on the backside of the claim form. Can you please check that, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You mean the APL?
[AGENT][NEUTRAL] Are you talking about the primary?
[CUSTOMER][NEUTRAL] Uh, no, I mean, it would be attached on the back of the, yes, the primary UB would have been attached on UB4. OK.
[AGENT][NEGATIVE] Yeah, not received it, sir.
[AGENT][NEGATIVE] We did not receive it. We only received the itemized bill.
[CUSTOMER][POSITIVE] OK, awesome. May I know what would be the timely filing number to resubmit that?
[AGENT][NEUTRAL] There's no timely to submit the ALB.
[CUSTOMER][POSITIVE] Got that. Thank you. Thanks for your help. May I get the call reference, please?
[AGENT][NEUTRAL] My name in today's date, [PII] last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, that was it. Thank you. Thanks for your help. Have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL. Have a good day as well.
[CUSTOMER][NEUTRAL] Bye.