AccountId: 011433970860
ContactId: 4a657c24-eaec-4db8-a97e-01d5d7ef4f36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508679 ms
Total Talk Time (AGENT): 146021 ms
Total Talk Time (CUSTOMER): 165752 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/4a657c24-eaec-4db8-a97e-01d5d7ef4f36_20250422T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I'm [PII] calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. My callback number is [PII]. Uh, can I have your name once more?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, and then do you have that policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh yeah. Uh, it is 02301062 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of service is [PII] with the charged amount $152.50.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] I'm sorry [PII], um, do you happen to have that, uh, tax ID?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Uh, tax ID is [PII].
[AGENT][POSITIVE] OK, thank you. One moment please. I appreciate your patience.
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received a claim uh from any provider on that date of service.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] Uh, can I have the effective and um date of the member's policy?
[AGENT][NEUTRAL] Of course, uh, that effective date was [PII].
[AGENT][NEUTRAL] And it did terminate [PII].
[CUSTOMER][NEUTRAL] OK, and can I have the timely filing limit for submitting a fresh claim?
[AGENT][NEGATIVE] Sure there is no timely filing limit.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, this is the secondary policy for the member, right?
[AGENT][NEUTRAL] That is correct, yes, and then I've got a uh mailing address, fax number and a payer ID, um, if you'd like, [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, yeah, can I have that?
[AGENT][NEUTRAL] Sure, so our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I'm just verifying the zip code. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, can I have the fax number?
[AGENT][NEUTRAL] Yes, that fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And can I also have the payer ID?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] Mm, OK. Thank you. And uh I have one more claim for another member. Can you please help me with that?
[AGENT][NEUTRAL] Yes, uh, give me just a moment, um, it's for a different policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh, before that.
[AGENT][NEUTRAL] OK, yes, uh, one moment please, I'll let you know when I'm ready for that. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, oh, are we having the same call reference number for the entire call?
[AGENT][NEUTRAL] Yes, yes, it would be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, one moment please.
[CUSTOMER][POSITIVE] Uh, OK, sure, take your time.
[AGENT][POSITIVE] OK, I appreciate your patience, [PII]. Uh, you can go ahead with that, uh, policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, the policy number is 01611562 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] Uh, name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what was that date of service please?
[CUSTOMER][NEUTRAL] Date of service is [PII] with a charged amount of uh
[CUSTOMER][NEUTRAL] $152.50.
[AGENT][POSITIVE] Got it OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I'm sorry, that was uh [PII], correct?
[CUSTOMER][POSITIVE] Mm, yeah, that's right.
[AGENT][NEUTRAL] OK, and this was for [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK, so we have not received received this claim either. I don't have any claims on file for that date of service for this member.
[CUSTOMER][NEUTRAL] Mm, OK, so can I have the effective date and date of this member's policy?
[AGENT][NEUTRAL] Yes, uh, so this policy's effective date was [PII].
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] OK. This is also a secondary policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, so that's it. So thank you so much for your assistance and have a great day. Bye bye.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call. I hope you have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] Bye.