AccountId: 011433970860
ContactId: 302d0993-8835-4d5d-933b-a16f3d7c6a9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321000 ms
Total Talk Time (AGENT): 100218 ms
Total Talk Time (CUSTOMER): 173698 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/302d0993-8835-4d5d-933b-a16f3d7c6a9d_20250514T18:09_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] AP.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking on a claim. Could you please help me with that?
[AGENT][NEUTRAL] You, [PII]. I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] This I can I get a call back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Can I get the policy number please?
[CUSTOMER][NEUTRAL] The policy number, uh, OK.
[CUSTOMER][NEUTRAL] Ma'am, I, I see the policy number.
[CUSTOMER][NEUTRAL] Is that outpatient benefit certification number?
[AGENT][NEUTRAL] Yes, sir, that's the policy number.
[CUSTOMER][NEUTRAL] 019548
[CUSTOMER][NEUTRAL] 25 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] and date of birth.
[CUSTOMER][NEUTRAL] The patient name is
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] $364 even.
[AGENT][NEUTRAL] OK. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks for your patience. Um, I'm not showing that claim on file, but when the claim is filed, there is a new policy number that the claim would need to be filed under.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the policy number that's.
[CUSTOMER][NEUTRAL] Can I have the new policy number, ma'am?
[AGENT][NEUTRAL] Yes, the new policy number is.
[AGENT][NEUTRAL] 02568.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Oh, excuse me.
[AGENT][NEUTRAL] The new policy number is
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] right
[AGENT][NEUTRAL] 680.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] 65
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims.
[CUSTOMER][NEUTRAL] And just let me advise you the verification coverage not down home.
[AGENT][NEUTRAL] Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Um, the effective date on this policy is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Oh, ma'am, can I have the policy number? Is it 02?
[CUSTOMER][NEUTRAL] Is it 02568?
[CUSTOMER][NEUTRAL] 064
[AGENT][NEUTRAL] Yes, that's the new policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, there is no letters like the previous one, MLA like that?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK. 02568006, the model is active from [PII] to current, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yes, that's correct. And you need, do you need the, it will be from uh United Healthcare, it's a primary payer.
[AGENT][NEUTRAL] Yes, when you uh submit the claim, make sure you send the ELB from the primary insurance company.
[CUSTOMER][NEUTRAL] Yes, when you, uh, submit the claim, that should be that from the primary insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma'am, we have filed the claim.
[CUSTOMER][NEUTRAL] Uh, the number, can I, can I have the
[CUSTOMER][NEUTRAL] Uh, one moment. Can I have the pay ID number?
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And the family filing limit, please.
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] 51.
[CUSTOMER][NEUTRAL] OK. Uh, but we have submitted the claim on [PII] with the same tax ID.
[CUSTOMER][NEUTRAL] And can I have the PO box address, ma'am?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] 50. Thank you so much. And your name, please?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The call reference number, please.
[AGENT][NEUTRAL] You can use my name and today's date for the call reference number.
[CUSTOMER][NEGATIVE] the problem.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling IPL. Mm bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Friday night to you.