AccountId: 011433970860
ContactId: 3a9fcfe9-6908-425b-8fd9-1dc2c755b3e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457019 ms
Total Talk Time (AGENT): 150837 ms
Total Talk Time (CUSTOMER): 111232 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3a9fcfe9-6908-425b-8fd9-1dc2c755b3e8_20250514T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII], and I have checked the payment status.
[AGENT][NEUTRAL] [PII], OK, what is your excuse me, what is your callback number? I'm sorry.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] Yeah, wait a moment.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][POSITIVE] Thank you very much, [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Mm, wait a moment.
[CUSTOMER][NEUTRAL] What the tax ID number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Tax ID?
[AGENT][NEUTRAL] No, I need the policy certificate number for the member.
[CUSTOMER][NEUTRAL] Yeah. Yeah that's 02.
[CUSTOMER][NEUTRAL] 363909.
[AGENT][NEUTRAL] OK, let me repeat that to you. I have that as 02363909.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah. The patient name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, and if you could repeat the member's name again for me please?
[CUSTOMER][NEUTRAL] Yeah, member's name, [PII]. I spell that, [PII]
[AGENT][NEUTRAL] What is the first name of the member?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The first name is [PII].
[AGENT][NEUTRAL] OK, that is the last name. What is the first name for the member?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Thank you very much for the verification process. Again, you're calling for claim status, [PII]. I can assist you. You can also check claim status by visiting our secure portal at [PII], and on that website you'll be able to obtain an EOB for your records. What is that date of service and the charge amount, please?
[CUSTOMER][NEUTRAL] Wait a moment.
[CUSTOMER][NEUTRAL] Amount is $1,293.63.
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] date of service is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let me just repeat that for you. I have that as [PII], and those charges are $1,293.63. Is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Can you verify the procedure code or codes billed for the start date for the member please.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Verify the procedure code that was billed for this service date.
[CUSTOMER][NEUTRAL] Yeah, that is CPT code is 52356.
[AGENT][NEUTRAL] OK, that was 52536. Thank you. I do not show that we have that claim on file.
[CUSTOMER][NEUTRAL] Yeah, that's the code 52356.
[AGENT][NEUTRAL] 52
[AGENT][NEUTRAL] I'm sorry, 52.
[CUSTOMER][NEUTRAL] 356.
[AGENT][NEUTRAL] 356. OK.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 52356 thank you and we do not have that claim on file.
[CUSTOMER][NEUTRAL] Yeah, there's just claim modified or claim date.
[AGENT][NEUTRAL] We do not have that claim on file. There's no timely filing limit, so you can submit the claim to us for processing.
[CUSTOMER][NEUTRAL] Yes, please wait a moment.
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] OK, one moment, I'll get the information for you. The effective date shows [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] First.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you repeat it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] What is co reference number?
[AGENT][NEUTRAL] Um, [PII], we do not use call reference numbers. You can use my name [PII], last initials [PII], and today's date. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah, can you spell that?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] and the date?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII]. Yeah, yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Uh no, thank you.
[CUSTOMER][POSITIVE] Have a nice day.
[AGENT][POSITIVE] You're very welcome. Thank you for calling APL. Take care, sir. Thank you. Bye.
[CUSTOMER][NEUTRAL] Yeah