AccountId: 011433970860
ContactId: 49a021f4-cccd-44f9-b8c8-ad13d5587509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278660 ms
Total Talk Time (AGENT): 66388 ms
Total Talk Time (CUSTOMER): 169348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/49a021f4-cccd-44f9-b8c8-ad13d5587509_20250129T13:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. Uh, myself, uh [PII], and I'm calling on behalf of provider's office regarding and claim status information.
[AGENT][NEUTRAL] I can assist you, [PII] What's the policy number?
[CUSTOMER][NEUTRAL] Sure, one moment. Uh, the policy number is 202152694ML8.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It will be [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is uh [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Yeah, the date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you. And you said that you're checking on a claim status, [PII]?
[CUSTOMER][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] For what date of service?
[CUSTOMER][NEUTRAL] Uh, for the date of service of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. And till it is not a one day of service. It is, there is a continuation till [PII].
[AGENT][NEUTRAL] OK, I'm sorry. Just repeat the date of service for me again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. It is for [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Till the end date is [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] $2,864 even.
[AGENT][NEUTRAL] OK and what type of service is this for?
[AGENT][NEUTRAL] This outpatient facility?
[CUSTOMER][NEUTRAL] It's for medical.
[CUSTOMER][NEUTRAL] Yeah, uh, yes, of course, it's for an outpatient.
[AGENT][NEUTRAL] Is it for physical therapy?
[CUSTOMER][NEUTRAL] And I had a specific question. Yeah, it is for physical therapy. Yes, you're correct, and I had a specific question regarding this claim.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so do you have the claim number?
[CUSTOMER][NEUTRAL] Yes, of course, I have a claim number.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] It's 3452582.
[AGENT][NEUTRAL] OK, so you're needing clarification?
[CUSTOMER][NEUTRAL] Yes, I need a clarification. Yes, uh, of course.
[AGENT][NEUTRAL] Of this claim?
[AGENT][NEUTRAL] OK. Question?
[CUSTOMER][NEUTRAL] Yeah, the question is, upon checking your account, you required the primary EOB to process the claim. And uh I need a fax number or mailing address to send the, the primary OB.
[AGENT][NEUTRAL] OK, so the fax number?
[CUSTOMER][NEUTRAL] And uh and moreover, OK, and moreover, uh upon checking, it's been more than 6 months, uh, more than 6 months has been completed and can we send it right now? Um, because almost 180 days has been, been completed, right? Can we send it right now? Can we send the primary of right now to process the claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, there's
[AGENT][NEUTRAL] So there is no timely filing limit. Yes, you can submit it now and are you ready for the fax number?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Sure, I'm ready for the fax number.
[AGENT][NEUTRAL] OK. That number is 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-3. Sure. And by the way, uh, is there any kind of attention?
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK. And moreover, I would like to get a call reference number for this one.
[AGENT][NEUTRAL] My name in today's date, [PII]
[CUSTOMER][NEUTRAL] Uh it's [PII], it's [PII]. It's [PII], is your name, right?
[AGENT][NEUTRAL] Mhm. First initial last name is [PII].
[CUSTOMER][NEUTRAL] Sure. Thank you, [PII]. Thank you for your valuable help. And today's date, it's [PII], and today's date is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Sure. Um, by the way, do you find any kind of, uh, previously, does anyone has been sent any kind of previous UB to you?
[AGENT][NEGATIVE] It's not been received.
[CUSTOMER][POSITIVE] Could you please, OK, I got it. I got it. Thank you for your valuable help and your valuable time. Have a great day ahead.
[AGENT][POSITIVE] You're welcome, [PII] If no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.