AccountId: 011433970860
ContactId: 3c9f4dfd-2775-42b3-a655-f1b31c39738f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426260 ms
Total Talk Time (AGENT): 113912 ms
Total Talk Time (CUSTOMER): 339375 ms
Interruptions: 13
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3c9f4dfd-2775-42b3-a655-f1b31c39738f_20250331T17:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, this is uh [PII] calling from provider's office. I have a specific question on claims.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello. Uh, yes, can you hear me?
[AGENT][NEUTRAL] Hello. Hi, can you hear me?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, this is [PII] calling from provider's office. Uh,
[AGENT][NEUTRAL] OK, [PII], and how can I assist?
[CUSTOMER][NEUTRAL] Uh, I have a specific question on claims. Uh, yes, it is.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] I'd be happy to assist with claims. May I have the policy number, please?
[CUSTOMER][NEUTRAL] 1255924 M. Mike Lima number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh patient's first name is uh [PII]. Last name is [PII]. Uh, the date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service for the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the data service, uh, is [PII].
[AGENT][NEUTRAL] And your tax ID?
[CUSTOMER][NEUTRAL] Uh, the tax ID is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] I'm showing that claim was paid on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, one moment. Uh, may I know the payment details like, uh, pay, uh, check information and the pay to address?
[AGENT][NEUTRAL] [PII] claim was paid in the amount of $3500.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] The check number is 203.
[AGENT][NEUTRAL] 1618.
[AGENT][NEUTRAL] And claim was paid to Goral Gables Hospital, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. I know it's, uh, but it's just a single check or bulk check?
[AGENT][NEUTRAL] Single?
[CUSTOMER][POSITIVE] OK, thank you so much. Uh, may I know the claim number?
[AGENT][NEUTRAL] Claim number is 3572611.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, sorry for asking. Can you spell your name for me?
[AGENT][NEUTRAL] [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I have 2 more claims to check claim status for different patients.
[CUSTOMER][NEUTRAL] It is 1719438.
[AGENT][NEUTRAL] And what's the um policy number?
[CUSTOMER][NEUTRAL] A patient's first name is uh [PII], uh last name is [PII]. The of is [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[AGENT][NEUTRAL] I'm sorry, what was the policy number again?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, it is 1719438.
[CUSTOMER][NEUTRAL] This is he.
[AGENT][NEUTRAL] OK, and the date of service for the claim?
[CUSTOMER][NEUTRAL] The date of service is from [PII].
[AGENT][NEUTRAL] OK, I'm not sure we have that on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. When are the patients effective dates?
[CUSTOMER][NEUTRAL] much.
[AGENT][NEUTRAL] Effective date was [PII] policy lapsed [PII], so they were active on the data service. We just don't have the claim. You can send the claim in. We don't have timely filing.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. May I get the mailing address and the payer ID? OK, thank you so much. Shall I go ahead with the next thing?
[AGENT][NEUTRAL] It's the same.
[AGENT][NEUTRAL] The mailing address is the same as before and the payer ID is 60801.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Uh, the next policy number is 149.
[CUSTOMER][NEUTRAL] Uh, it's yes, it is 1491583 M Mike Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and uh last name is [PII]. [PII].
[AGENT][NEUTRAL] Data service for the claim?
[CUSTOMER][NEUTRAL] of service is from [PII].
[AGENT][NEUTRAL] What's the tax ID?
[CUSTOMER][NEUTRAL] And the tax ID is [PII].
[AGENT][NEUTRAL] I'm showing claimed did not because we need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Thank you so much. I need to submit the, a primary UVSN apply or I need to submit the claim with the primary UV.
[AGENT][NEUTRAL] Just submit the claim with the primary EOB.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] May I get the patient's effective dates?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Effective date [PII] and it's current and it's active.
[CUSTOMER][POSITIVE] OK, thank you so much. May I get the call reference number for today's call?
[AGENT][NEUTRAL] Reference is just my name and today's date and time, [PII].
[CUSTOMER][NEUTRAL] this is going.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much for for the information. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.