AccountId: 011433970860
ContactId: 2e4610eb-7fa8-484e-a482-3255e0bbf475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208740 ms
Total Talk Time (AGENT): 79523 ms
Total Talk Time (CUSTOMER): 71760 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/2e4610eb-7fa8-484e-a482-3255e0bbf475_20250429T13:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm trying to follow up on a patient medical claim, please.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII] if you need it.
[AGENT][NEUTRAL] [PII], thank you and your call back number?
[CUSTOMER][NEUTRAL] [PII] excuse me.
[AGENT][NEUTRAL] Mhm. That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy I have for the patient is 02510819.
[AGENT][NEUTRAL] OK, one moment, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have that as 02510819 and what is the date of service, excuse me, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] No problem. I thought, oh, we're gonna skip right over. Patient is [PII]. Date of birth was [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. Now I'll ask you for that date of service and total charge amount. Thank you.
[CUSTOMER][NEUTRAL] No problem. Data service is [PII] of this year. We billed her primary 7,456. I'm sorry, 7, 7,546. I'm sorry, I'm looking for her deductible balance from your United Healthcare policy.
[AGENT][NEUTRAL] OK, 7,546. OK, one moment.
[AGENT][NEUTRAL] This is a follow up, give me one second please.
[AGENT][NEUTRAL] I do not show a claim on file for that date of service for that total charge amount of $7,546. Um, I can verify your mailing address. I'm sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, what about a balance of 1,946.95. That was the deductible amount. Maybe it came through as that amount and not the bill amount.
[AGENT][NEUTRAL] It would have come through the total charge amount.
[CUSTOMER][NEUTRAL] OK, just making sure I've had all the payers that that's happened they're referencing the the the deductible or the co-insurance and not the full bill amount. Um, the address we sent it to is a [PII].
[AGENT][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Uh, our mailing address for claims submission has been updated. I can provide it to you, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is now [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what is the time they're filing the claims?
[AGENT][NEGATIVE] And there's no timely filing.
[CUSTOMER][NEUTRAL] OK, and give you a reference number on the call or just your name in today's date?
[AGENT][NEUTRAL] Just my name of today's date, but we also have a fax number and payer ID if you need that as well.
[CUSTOMER][POSITIVE] Um, that would be helpful too.
[AGENT][NEUTRAL] OK, yes. Our fax number is [PII].
[AGENT][NEUTRAL] And the payer is 60801.
[CUSTOMER][POSITIVE] OK, I will put that back through. Thank you so much for your help on that.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day, [PII]. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK