AccountId: 011433970860
ContactId: 4b4f27e6-1df5-4ebe-a1b1-a5c2923e0064
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248910 ms
Total Talk Time (AGENT): 107157 ms
Total Talk Time (CUSTOMER): 106753 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4b4f27e6-1df5-4ebe-a1b1-a5c2923e0064_20250411T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII]. I'm calling from the provider's office to check the patient's information. So would you be able to help me on that?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I do have one patient with one claim.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII]. That's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The patient's ID is 1480423 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. I need to verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] OK, it's uh [PII] bill amount, $281.30.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] [PII] [PII] you said?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, so I'm not showing a claim on file for [PII] um for that date of service, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We, we sent a paper claim. Yeah, we sent a paper claim on [PII]. Yeah, we send it through mail and
[AGENT][NEUTRAL] OK, how did you send it?
[AGENT][NEUTRAL] What's what's the mailing address that you used?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes, I can confirm that for you. Hold on for a second. The mailing address is uh [PII].
[AGENT][NEUTRAL] So that's the incorrect claims mailing address. That's our old claims mailing address. Let me give you the current claims mailing address.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm, go ahead.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how about the payer ID and timely filing limit?
[AGENT][NEUTRAL] There's no timely filing as long as the policy is active, you can file it at any time, um, active on the data service and um the fax.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Payer ID
[AGENT][NEUTRAL] The payer ID is 608, hold on one moment. The payer ID is 60801.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and how about the effective date for this patient, um, the patient was actual date of service.
[AGENT][NEUTRAL] This policy has been active since [PII].
[AGENT][NEUTRAL] It turns on [PII].
[CUSTOMER][NEUTRAL] Still acting.
[CUSTOMER][NEUTRAL] OK, termed on [PII]. OK, but the patient uh date of service is uh [PII]. So, uh could you please check if there any, any active policy on [PII]? Is the patient still active?
[AGENT][NEUTRAL] There is no access policy with APL if they have another policy, you'll have to check with the member. We don't have that information.
[CUSTOMER][NEUTRAL] OK, OK, I got it. So, um, could you please spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII] First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and the reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, you can use my name in today's date.
[CUSTOMER][POSITIVE] Uh, thank you. I think that's all details I need. Thank you very much for your patience. Bye-bye.
[AGENT][POSITIVE] You're very welcome. Thanks for calling [PII]. Bye-bye.