AccountId: 011433970860
ContactId: 37f35648-b8d6-486e-a564-e41a616fccd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222259 ms
Total Talk Time (AGENT): 101798 ms
Total Talk Time (CUSTOMER): 81730 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=3.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/37f35648-b8d6-486e-a564-e41a616fccd0_20250205T19:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] and I'm calling from provider's office to check on the status of the claim.
[AGENT][POSITIVE] Yes, it would be my pleasure to assist you with that claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, Patient's policy number is 1,554,900.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and his date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that claim status. Do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yes, I have a date of service which is on [PII] and the amount billed on the claim is $191 even.
[AGENT][NEUTRAL] Thank you, [PII], and I am checking [PII]'s policy for data service 123-2024. I do not have a claim on file for that date of service.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Uh, thank you so much and for the same patient I have another date of service. Can you please check with that date of service?
[AGENT][NEUTRAL] Yes, ma'am, I certainly can. What's the next date of service?
[CUSTOMER][NEUTRAL] Uh, it is on [PII] and the amount billed on the claim is $494 even.
[AGENT][NEUTRAL] All right, I'm checking on that one as well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just making sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't have a claim on file for that date of service either.
[CUSTOMER][POSITIVE] Oh thank you so much. Can I get a patientfa you on termination date of the policy?
[AGENT][NEUTRAL] Sure, the effective date is [PII] and no term termination date on file.
[CUSTOMER][POSITIVE] Oh thank you so much. Can I get the patience, I'm sorry, the payer ID of the client?
[AGENT][NEUTRAL] Hi, your ID is 8 I'm sorry, 60801.
[CUSTOMER][POSITIVE] Thank you so much. And can I also get a claim's mailing address?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII], and those claims can also be faxed directly to our claims department, including the primary EOB for each data service.
[CUSTOMER][POSITIVE] Thank you so much for that information. And can I get a timely falling limit to submit a claim?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] Thank you so much for that. And can I get the spelling of your name?
[AGENT][NEUTRAL] My name is [PII]. If you need a reference number, [PII], it would be my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Oh thank you so much for assisting [PII]. Have a good day. Bye bye and take care.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status test. Thank you for calling APL and I hope you have a lovely afternoon. Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.