AccountId: 011433970860
ContactId: 45dd355f-e347-4984-b4b9-988b9667bbd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257820 ms
Total Talk Time (AGENT): 101609 ms
Total Talk Time (CUSTOMER): 101391 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/45dd355f-e347-4984-b4b9-988b9667bbd4_20250218T16:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, uh, my name is [PII]. I'm calling from the provider's office. I'm checking on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] 02465715 M as in Mike, L as in Lima, and 8. You said your name is [PII], right? How do you spell that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, [PII] last initial [PII] And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII] it's a direct line.
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] and then [PII], the date of birth.
[AGENT][NEUTRAL] OK, and you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] That's right, [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, [PII] for the amount of uh.
[CUSTOMER][NEUTRAL] $94,0088.41.
[AGENT][NEUTRAL] OK, and the balance after primary process this claim?
[CUSTOMER][NEUTRAL] 94088.4.
[CUSTOMER][NEUTRAL] Uh, the balance, it's uh
[CUSTOMER][NEUTRAL] 853. 92.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, and while I'm looking up claim information and let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] And I show this claim process as needing primary EOB.
[CUSTOMER][NEUTRAL] Actually we have sent the client with the primary he'll be.
[AGENT][NEUTRAL] I do not show it's been received. So if you can resubmit that claim either by mail or fax, um, with the primary EOB please.
[CUSTOMER][NEUTRAL] Sure, sure, uh, uh, for documentation purpose, may I know when the claim was received and denied for the reason and the claim number.
[AGENT][NEUTRAL] Uh, the claim was received [PII], processed on [PII]. The claim number is 3542737.
[CUSTOMER][NEUTRAL] 3542737
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And tonight for let me is there any timely filing or time frame to submit and that claim.
[AGENT][NEUTRAL] No, sir, there's no time limit to submit the information.
[CUSTOMER][NEUTRAL] So, uh, and, uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] May I have the claim mailing address so that we can submit the claim.
[AGENT][NEUTRAL] Sure. Claim address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and that's it, [PII]. You may have the call reference number and just want to know, uh, make sure that there is no time frame to submit and claim it, right.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Correct, we don't have a time limit to submit the claim, and uh we don't give reference numbers. If you like, you may use my name in today's date. And is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, nothing. That's it, [PII]. I really thank you so much for the information. Have a good day.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling ATL. Bye.
[CUSTOMER][NEUTRAL] Bye for now.
[CUSTOMER][NEUTRAL] But