AccountId: 011433970860
ContactId: 3bf69c8e-1e81-4964-9ba5-3b37dda72762
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288149 ms
Total Talk Time (AGENT): 116637 ms
Total Talk Time (CUSTOMER): 108111 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/3bf69c8e-1e81-4964-9ba5-3b37dda72762_20250218T21:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am [PII] calling from provider's office looking for a claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And [PII], how many clients do you have to check status on?
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you. And what is your policy number for the patient?
[CUSTOMER][NEUTRAL] I do have policy number 60801.
[AGENT][NEUTRAL] OK, that's our electronic payer ID, [PII], not the patient's policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I do have a patient ID card, but I'm having two IDs over there as in hospital benefits cert number.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] OK. It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification and benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient, first name is [PII], spells as [PII] and last name is [PII], spells as [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] Uh, data service is 12-27-2024. The total bill amount $1,417 even.
[AGENT][NEUTRAL] OK, again, that was [PII] for 1417.00. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, thank you. Now there is no claim on file for her for this state of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you uh verify uh address for the claim submission?
[AGENT][NEUTRAL] Yes, ma'am. What address do you show for the claims?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What do you have for our claims mailing address?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What do you show as the claim's mailing address?
[CUSTOMER][NEUTRAL] Uh, I do have claim mailing address as PO Box.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] City, OK, [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh what was the timely filing for the claim?
[AGENT][NEGATIVE] There is no timely filing limit?
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Uh, can you spell your name?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And on this claim, [PII], you will also need to submit the primary insurance company's explanation of benefits along with the claim for our review.
[AGENT][NEUTRAL] And then once we have processed our claim, we have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And also have access to our explanation of benefits and our website for that is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Again, that's secure. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, can I have call reference?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, yeah,
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for assisting.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.