AccountId: 011433970860
ContactId: 4909f38a-90e5-4285-a589-47918f2ce6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327429 ms
Total Talk Time (AGENT): 88146 ms
Total Talk Time (CUSTOMER): 107427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/4909f38a-90e5-4285-a589-47918f2ce6e6_20250327T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and looking on a claim status. Can you help me?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes, I can help you do did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is
[CUSTOMER][NEUTRAL] 23297003
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] birth. Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII] for $225 even.
[AGENT][NEUTRAL] OK, and you said 224 2025, is that right?
[CUSTOMER][NEUTRAL] Yeah, 224 2025 for $225.
[AGENT][NEUTRAL] Um, I don't show a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, may I know the effective date of the policy?
[AGENT][NEUTRAL] Um, yes, I'll get that.
[AGENT][NEUTRAL] Uh, effective date of the policy is 4-1-2023, and the policy is active.
[CUSTOMER][NEUTRAL] The secondary.
[AGENT][NEUTRAL] This is a secondary policy, yes.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Mhm, may I have the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII]. It's [PII].
[CUSTOMER][NEUTRAL] OK. And the, the timely filing for claims?
[AGENT][NEGATIVE] Uh, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have one more patient to verify. Can you help me?
[AGENT][POSITIVE] Yes, let me make notes real quick if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is that policy number, please?
[CUSTOMER][NEUTRAL] 02419432 ML 8.
[AGENT][NEUTRAL] Uh, patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is that date of service?
[CUSTOMER][NEUTRAL] [PII] for $230 even.
[AGENT][NEUTRAL] Um, I don't show that claim is on file either.
[CUSTOMER][NEUTRAL] Oh, OK. And may I know the effective date of the policy?
[AGENT][NEUTRAL] Uh, effective date is [PII]. Policy is active.
[CUSTOMER][NEUTRAL] It's 101 of 2023 and a secondary in Pay Act.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh can you spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII].
[CUSTOMER][NEUTRAL] So it's [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And call reference number?
[AGENT][NEUTRAL] Um, it's my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for the information you provided me on this call.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you for asking.
[AGENT][POSITIVE] OK, thank you, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too as well. Thank you. Bye-bye.