AccountId: 011433970860
ContactId: 31631944-334d-4904-ab3e-0e05d3db2965
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251279 ms
Total Talk Time (AGENT): 81431 ms
Total Talk Time (CUSTOMER): 93107 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/31631944-334d-4904-ab3e-0e05d3db2965_20250528T20:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider office checking for claim status. Could you spell out your name, please?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK. I, uh, so, I want to check claim status.
[AGENT][NEUTRAL] I'm sure, [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] Yeah, sure. Uh, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, the policy number is 02555889.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The first name is [PII] and the last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the date of service and bill charges on the plane.
[CUSTOMER][NEUTRAL] OK, the date of service is [PII] and the charge amount is 2900 and
[CUSTOMER][NEUTRAL] $96 even.
[AGENT][NEUTRAL] OK, you said that the date of service is [PII] and the charge amount, please repeat that?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] $2,996 even.
[AGENT][NEUTRAL] OK, I'm not showing that claim on the file. Um, how was the claim submitted?
[CUSTOMER][NEUTRAL] Uh, paper. Uh.
[AGENT][NEUTRAL] Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII], OK. [PII].
[AGENT][NEUTRAL] Um, yes, sir. That's the correct mailing address. Um, claims can also be faxed in and we have a pair ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What is the fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Um, what is the effective date, uh, for this number?
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and this policy is still active.
[CUSTOMER][NEUTRAL] OK. And uh what is the TFL timely fiing limit?
[AGENT][NEUTRAL] There isn't one.
[AGENT][NEUTRAL] Yes, there's no timely filing limit, the claim can be resubmitted at any time.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yeah, OK. OK, Avi. Thank you. Thank you for assisting me. What is the callerence number, please?
[AGENT][NEUTRAL] So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no. So thank you. Thank you so much, Avi.
[CUSTOMER][POSITIVE] Thank you for assisting me. Have a great day. Bye-bye.
[AGENT][NEUTRAL] How
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. bye.
[CUSTOMER][NEUTRAL] OK.