AccountId: 011433970860
ContactId: 3d9ae7e8-454c-4ad7-a659-334dc2ad7478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269480 ms
Total Talk Time (AGENT): 82543 ms
Total Talk Time (CUSTOMER): 124791 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3d9ae7e8-454c-4ad7-a659-334dc2ad7478_20250321T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII] calling from provider office. Uh, actually, I'm looking for eligibility details.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] And claim submission details.
[AGENT][NEUTRAL] OK, I can help you with eligibility and claims. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, just a moment.
[CUSTOMER][NEUTRAL] So the patient policy number is 02462032 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes. My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes. Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] It is for [PII] actually.
[AGENT][NEUTRAL] OK, not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] No, no, we, yes, as I can check, we haven't submitted it. I just want to confirm that whether the patient was active for that particular date of service or not, so we can submit a claim again for that.
[AGENT][NEUTRAL] Yeah, the patient is still active and active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment, [PII].
[CUSTOMER][NEUTRAL] Sorry, OK, kindly help me with your claim claim timely filing limit.
[AGENT][NEGATIVE] Uh, no timely filing.
[CUSTOMER][NEUTRAL] OK, there is no.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Filing limit or.
[CUSTOMER][NEUTRAL] OK. Help me with your claim mailing address, please.
[AGENT][NEUTRAL] Uh, claims mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do kindly help me with the Per ID please, electronic.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. Thank you so much. And I have just one more uh patient with me. If you can help me with that patient eligibility also.
[AGENT][NEUTRAL] Mhm. What's the policy number?
[CUSTOMER][NEUTRAL] Sure. Just a moment, sir.
[CUSTOMER][NEUTRAL] So the next policy number is, I think both the patients are related. It's 02462032 M as in Mike, L as in Lima, number 8. It is the same policy.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, effective date for [PII] is the same [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm still active, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Got it. And I believe all the details remain the same.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][POSITIVE] Got it, sir. Thank you so much for the information. And by do any chance I have call reference number for this one?
[AGENT][NEUTRAL] Call references my name with my last initials in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, sir. Thank you so much for your help. Have a nice day ahead. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.