AccountId: 011433970860
ContactId: 3f15e071-7cea-4983-b60a-d6eb561d29fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233110 ms
Total Talk Time (AGENT): 95353 ms
Total Talk Time (CUSTOMER): 76265 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/3f15e071-7cea-4983-b60a-d6eb561d29fb_20250411T19:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from provider's office.
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] Uh, I'm doing good, and you?
[AGENT][POSITIVE] I'm doing well thank you. What can we help you with today?
[CUSTOMER][NEUTRAL] I'm calling for a claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02456985 M as in Mike L as in Lima, then number 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and uh what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] OK, and that build them out please.
[CUSTOMER][NEUTRAL] Bill amount is $1,245 even.
[AGENT][NEUTRAL] Got it. OK, thank you, [PII]. One moment please.
[AGENT][NEUTRAL] OK, so we did receive this claim [PII] it looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. When the claim was received?
[AGENT][NEUTRAL] Uh, one moment, let me get that.
[AGENT][NEUTRAL] This claim was received [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] OK. OK. So it is denied or it is in penned status?
[AGENT][NEUTRAL] Uh, it did deny as we're just missing that information, uh, but you can send that to us whenever.
[AGENT][POSITIVE] Perfectly fine. We'll just get it reprocessed as soon as we get that additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no issue. What will be the uh claim number?
[AGENT][NEUTRAL] It's 3571.
[AGENT][NEUTRAL] 598.
[CUSTOMER][NEUTRAL] OK. So it is 3571598, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so what will be the fax number where we can submit the UOV?
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Absolutely. That is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 9423.
[CUSTOMER][NEUTRAL] 94, after that?
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, so I'll repeat that. It is 8773659423, correct?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, no issues. Thank you so much for your assistance. We'll submit that primary review. What will be the call reference?
[AGENT][NEUTRAL] That would just be my first name, last initial and today uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your assistance. And just for future reference, what is the normal timely filing limit for a claim?
[AGENT][NEUTRAL] All right. Yeah.
[AGENT][NEGATIVE] There is no there is no timely filing limit.
[CUSTOMER][POSITIVE] OK, no issue. Thank you so much for your assistance. Happy weekend.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, thanks for calling APO you too bye bye.