AccountId: 011433970860
ContactId: 4614b4dd-15b5-44b9-a376-537ff26eb21e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301500 ms
Total Talk Time (AGENT): 69313 ms
Total Talk Time (CUSTOMER): 95537 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4614b4dd-15b5-44b9-a376-537ff26eb21e_20241230T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling for Summit Medical Group to check on our client status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure, and please be informed that this call is being recorded and monitored for the quality and training purpose. Member ID number is.
[CUSTOMER][NEUTRAL] 193
[CUSTOMER][NEUTRAL] 969 8.
[AGENT][NEUTRAL] The your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The member name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information you stated that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the date of service and the total charge?
[CUSTOMER][NEUTRAL] Sure, read of services.
[CUSTOMER][NEUTRAL] [PII]. And the total bill amount is $300 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] OK, and you say the patient's name is [PII]. Date of birth [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, I do not show date of service [PII] and the amount of $300 on file for [PII].
[CUSTOMER][NEUTRAL] OK, may I know the current mailing address for submitting an a claim?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what address were the was the claim mailed to?
[CUSTOMER][NEUTRAL] Let me check and for the mailing address attention to client department?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the timely filing limit?
[AGENT][NEGATIVE] To submit a claim, there is no timely.
[CUSTOMER][NEUTRAL] OK, we submitted the claim to the same mailing address which you provided on [PII]. May I know the pay ID also?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] What was the mailing address?
[CUSTOMER][NEUTRAL] It's the same mailing address that you provided, [PII].
[AGENT][NEUTRAL] OK, so the date of service of [PII] is not on file. Did you have any other claims or anything else I can help out with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes, I have a few more que questions on the same time. May I know the payer ID also?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Thank you. And member's policy effective date?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] The policy effective date is [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] Thank you. And you are the 2nd insurance for this number, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and the mode of submission I prefer to submit a claim is through paper or electronic.
[AGENT][NEUTRAL] It's your preference?
[CUSTOMER][NEUTRAL] OK. One minute.
[CUSTOMER][POSITIVE] OK, thank you so much for waiting. May I know the call reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much for your, [PII], and you have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.