AccountId: 011433970860
ContactId: 30290334-e592-447e-829a-4b4ad612a18d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415049 ms
Total Talk Time (AGENT): 156229 ms
Total Talk Time (CUSTOMER): 172019 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/30290334-e592-447e-829a-4b4ad612a18d_20250521T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the provider's office. I'm here to check on a client status.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you mind spelling your name for documentation purposes?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII], and last name is [PII].
[AGENT][POSITIVE] Thank you [PII] and what is a good call back number please ma'am?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number is 124659.
[CUSTOMER][NEUTRAL] 5 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] I'm sorry, what did you say the patient's name is?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. I'll spell the name. It's [PII], and [PII] last name, [PII].
[AGENT][NEUTRAL] OK, thank you. Give me just one second. I'm trying to pull up that patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm not showing him under that policy, but they had several policies, so let me see. And what was his date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking the different policies, so bear with me. Do you happen to have a claim number?
[CUSTOMER][NEUTRAL] No, this is the first time I'm calling with this claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one moment please, ma'am.
[CUSTOMER][POSITIVE] OK. Take your time, no problem.
[AGENT][NEUTRAL] I'm looking
[AGENT][NEUTRAL] I'm looking to see if he was listed on any of these policies that the insured had.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Cause he's not listed on this policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That you gave me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I don't play with you because I don't.
[AGENT][NEUTRAL] I'm gonna try another thing. Do you happen to have his social?
[CUSTOMER][NEUTRAL] Yes, I do have um.
[AGENT][NEUTRAL] What is that number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me check this policy. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you said date of birth was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. I did find a policy for him.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can help you with claim status.
[AGENT][NEUTRAL] Give me just one second. I'm trying to get the most recent policy that he has.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, can I give you the active policy information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] His active policy number is 255.
[AGENT][NEUTRAL] 644-7.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I can check the for claim status on his policy. What is the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The service is on [PII] and the total bill amount is $191 even.
[AGENT][NEUTRAL] OK, I do not have a claim on file for [PII] for [PII]. This policy is active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we will need the primary EOB with the claim as this is a secondary policy for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the, OK, I'm sorry for the interruption.
[AGENT][NEUTRAL] That can also be faxed.
[AGENT][POSITIVE] Yeah, I apologize too. Would you like our fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Our fax number is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and that does come straight to our claims department.
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And can you please provide me the effective date and term date of this patient's policy?
[AGENT][NEUTRAL] Sure, the effective date is [PII] and no term date on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. And is there a payer ID to send the claim electronically?
[AGENT][NEUTRAL] Mhm. Our payer ID is 60801.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the um the last question.
[AGENT][NEUTRAL] And it's been like
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] The time you billing number to submit the claim.
[CUSTOMER][NEUTRAL] Freshing
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] No on. Thank you. Thanks for that information and thanks for patiently answering all the questions.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] It's been my pleasure to assist you with that eligibility. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that, that was the question I had for this claim. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye. Take care.
[AGENT][NEUTRAL] Bye-bye. You too. Bye-bye.