AccountId: 011433970860
ContactId: 2f4e3eb6-e7bc-4e1e-9b50-e9be73791075
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237589 ms
Total Talk Time (AGENT): 93241 ms
Total Talk Time (CUSTOMER): 119257 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/2f4e3eb6-e7bc-4e1e-9b50-e9be73791075_20250131T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from MUSC Community physicians. I'm checking on patients claim status.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected? Sure, the callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 023893887.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, and the uh billed amount, please?
[CUSTOMER][NEUTRAL] $191 even.
[AGENT][NEUTRAL] 191. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry [PII], who did you say that uh the provider's office was with?
[CUSTOMER][NEUTRAL] MUSC physicians.
[AGENT][NEUTRAL] Was that Medical University Hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I believe I found the claim. Was the remaining balance after major medical paid was that $45.16?
[CUSTOMER][NEUTRAL] No, it's $30.
[AGENT][NEUTRAL] OK, so we may not have received that claim then [PII] the only claim I have for the state of service is um for that amount.
[CUSTOMER][NEUTRAL] Even
[CUSTOMER][NEUTRAL] The only time I have for the state of service is um for that amount.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, can I uh get the patient's eligibility effective term date?
[AGENT][NEUTRAL] Yeah, effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] [PII] and it is currently active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you. And uh what is the claim's mailing address and uh
[CUSTOMER][NEUTRAL] Payer ID and the term family filing limit to submit the claim.
[AGENT][NEUTRAL] There is no timely filing limit. That mailing address is [PII].
[CUSTOMER][NEUTRAL] Filing limit at mailing address [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 73124-8950
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And prayer I.
[AGENT][NEUTRAL] Her ID is 60801. I've also got a fax number if you'd like, [PII].
[CUSTOMER][NEUTRAL] Her ID is [PII]. So that's a fax number if you'd like, [PII].
[CUSTOMER][NEUTRAL] Yes, what's the fax number.
[AGENT][NEUTRAL] Sure, fax number is [PII].
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3859423.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][POSITIVE] Thank you so much. Thank you for your assistance. And uh can I, can you, can you spell your, spell your name and the first number?
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] A R A, last initial is A.
[CUSTOMER][NEUTRAL] My first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you so much for that. You have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Of course. Thank you. You too. Bye-bye. Mhm.