AccountId: 011433970860
ContactId: 4a3b74e3-0fb9-4f4c-9ce7-77323aa45d52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213100 ms
Total Talk Time (AGENT): 90999 ms
Total Talk Time (CUSTOMER): 94679 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4a3b74e3-0fb9-4f4c-9ce7-77323aa45d52_20250617T16:59_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, good morning, [PII]. My name is [PII] and I'm calling from Cedar Shart Clinic in [PII].
[AGENT][POSITIVE] Yes, how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I have a patient who has um uh APL as um secondary for his insurance and um we have a claim that we were trying to send and it got returned back to me saying that it was refused um and unable to forward so I need to check.
[CUSTOMER][NEUTRAL] And make sure that we have the correct claims address on file and then if I can just um this is the first time that we've sent a claim in this year so I just wanna make sure that the patient is still active.
[AGENT][NEUTRAL] I can help with eligibility and benefits and, and uh how to send your claim. [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Uh, the policy number is 1988266.
[AGENT][NEUTRAL] Thank you, and the paper's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], uh, his date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. Thank you very much. Um, first of all, the, the policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, for these policies, um, there are several different ways to get a claim to us. The fastest way to do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] is on our online service center.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Now, if you go onto our online service center, you just have to create an account and then you can submit the claim and also uh watch it as it is in process.
[AGENT][NEUTRAL] If you would rather not do that, our payer electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our mailing address.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] We also have a fax number if you would be interested in that as well.
[CUSTOMER][NEUTRAL] That, uh, yes, that tickles my fancy.
[AGENT][NEUTRAL] OK, yeah, sure. The fax number is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] um OK we will um update the claims address because we have a different address but um I will fax the the claim and that would be the easiest option for us um I think this is literally like the only patient we have that has this insurance so I'm not sure that it would be worth setting up the online profile but the the fax, uh, the fax would work um great do I need to put it to anybody's attention or just to APL?
[AGENT][NEUTRAL] OK, sure, of course.
[CUSTOMER][NEUTRAL] Flames and it'll go.
[AGENT][NEUTRAL] Uh just, just the claims department that would be fine.
[CUSTOMER][NEUTRAL] OK, all right, um, thank you, [PII] do you um generate reference numbers?
[AGENT][NEUTRAL] Well, it's my name in today's date. That's what we'll use. Is there anything else at all that I can help with, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's all I needed.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.