AccountId: 011433970860
ContactId: 2da7b573-5032-41b9-be4d-837c94b79fff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216699 ms
Total Talk Time (AGENT): 70342 ms
Total Talk Time (CUSTOMER): 87787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/2da7b573-5032-41b9-be4d-837c94b79fff_20250325T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider's office. Need to check on a claim status.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, sure. The policy number is 02589486.
[AGENT][POSITIVE] All right, thank you for that. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] Thank you for that. And then if I can have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] What's the data service?
[CUSTOMER][NEUTRAL] A date of services for [PII] with the total charge amount of $160 even.
[AGENT][NEUTRAL] Not showing any claims on file for 2-1925.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So, this one is a Medicare crossover claim.
[CUSTOMER][NEUTRAL] And is it possible to get this member's eligibility?
[AGENT][NEUTRAL] Uh, yeah, patient is active. The effective date on the plan is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, yeah, thank you so much. And can I get your payer ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Can I get the mailing address to submit the claim?
[AGENT][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] And can I get the time for you to submit a claim?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] Oh, OK. I do have one more day of service for the same number.
[AGENT][NEUTRAL] OK, what's the date of service?
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] With the total charge amount of $160 even.
[AGENT][NEUTRAL] OK, no claims on file for that date of service either.
[CUSTOMER][NEUTRAL] Uh, will you accept the secondary crossover claim, right?
[AGENT][NEUTRAL] Or the secondary, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, OK, thank you so much for that information.
[CUSTOMER][NEUTRAL] Can I get your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] Uh call reference number please.
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, thank you so much for your time and your help. Have a great day bye.
[AGENT][NEUTRAL] You too. Bye-bye.