AccountId: 011433970860
ContactId: 49b182ef-ff8e-487f-a7fb-e61777fc9351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412359 ms
Total Talk Time (AGENT): 82811 ms
Total Talk Time (CUSTOMER): 148915 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/49b182ef-ff8e-487f-a7fb-e61777fc9351_20250318T15:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] and I'm looking for the patient eligibility.
[AGENT][NEUTRAL] OK, [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] Sure. It's gonna be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] It's 02431044 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you wanted claim status?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] OK, I can help you with that one day of service.
[CUSTOMER][NEUTRAL] Is this for
[CUSTOMER][NEUTRAL] September, uh, [PII] 18, 2024 with the total charge amount of 497.
[AGENT][NEUTRAL] OK, we do have that claim in. We are needing the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] In the primary.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] May I know the way we can submit Prime DO?
[AGENT][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] Uh, where we submit primary or any PO box or mailing address.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You need the address?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] so.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just give me one second. May I know how much time we have to submit primary?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] OK. Ma'am, the claim number?
[AGENT][NEUTRAL] 353-260-5.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have more claims.
[AGENT][POSITIVE] I can help you with 2 more.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it on a different policy?
[CUSTOMER][NEUTRAL] Yeah, the different policy with the same.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what's the next one?
[CUSTOMER][NEUTRAL] It's gonna be 02288211, M as in M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, what's the policy number again?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] 02288211 M as in Mike L as in Lima, number 8.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Ms. [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] And the data service.
[CUSTOMER][NEUTRAL] I'm looking for is [PII] with the total charge amount of 115.
[AGENT][NEUTRAL] 220 of 25.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] May I know the patient policy is active in the service or not?
[AGENT][NEUTRAL] It is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can we move for the last one?
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the next one?
[CUSTOMER][NEUTRAL] It's gonna be [PII] [PII].
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] It's [PII], [PII], date of birth.
[AGENT][NEUTRAL] And the data service.
[CUSTOMER][NEUTRAL] It's [PII] with the total charge amount of $331 331.
[AGENT][NEUTRAL] 122.
[AGENT][NEUTRAL] 25 or 24?
[CUSTOMER][NEUTRAL] 25.
[AGENT][NEUTRAL] 122, 25.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] Is um.
[CUSTOMER][NEUTRAL] May I know the patient policy is activated service or not?
[AGENT][NEUTRAL] It is active.
[CUSTOMER][POSITIVE] Thank you. And the call this number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for helping me.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][POSITIVE] Thank you.