AccountId: 011433970860
ContactId: 4e944dae-42be-420b-8ad9-a5e91bd2c03d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357850 ms
Total Talk Time (AGENT): 106918 ms
Total Talk Time (CUSTOMER): 121679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4e944dae-42be-420b-8ad9-a5e91bd2c03d_20250604T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Uh hello. My name is [PII] calling from provider's office.
[CUSTOMER][NEUTRAL] And today I called regarding a claim?
[AGENT][POSITIVE] How can I help you today?
[AGENT][NEUTRAL] OK, I can help you with claim status then.
[CUSTOMER][NEUTRAL] Uh, well, it is for the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good callback number in case?
[CUSTOMER][NEUTRAL] So please let me know what is your require.
[AGENT][NEUTRAL] Can we, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII]. And it's a direct line.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number here is 02479216.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][POSITIVE] Mhm. Please take your time.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure. The patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Oh well, I do have the date of service which is [PII] with total charge amount here is $48,437.88.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][POSITIVE] Sure, please take your time.
[AGENT][NEUTRAL] And who is the provider?
[CUSTOMER][NEUTRAL] Uh, what it is for Cedar Park Surgery Center.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] You said for [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] I'm not seeing a claim for that date of service for that amount.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right. Well, OK. For that concern, I'll be required a few other information here. So please let me know the payer ID first.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And also let me know whether the patient is active on this data service.
[AGENT][NEUTRAL] Yes, the patient is currently active.
[CUSTOMER][NEUTRAL] Mhm. Effective date and term date if there is any. Please help me with that.
[AGENT][NEUTRAL] OK. The effective date is [PII], and it is still active, so no term date.
[CUSTOMER][NEUTRAL] Totally got it. Well, also, um, is there any chance that you can, um, do you accept the claim via fax?
[AGENT][NEUTRAL] Yes, we do. Would you like our fax number?
[CUSTOMER][NEUTRAL] All right. Well, please help me out with that.
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Totally got it. Well, thank you very much for that. Also, if in case, like we have to send via mailing address, so please help me out with that as well.
[AGENT][NEUTRAL] OK. Our mailing address is Claims Department, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I got it. Well, thank you very much for that.
[CUSTOMER][NEUTRAL] Just allow me one minute. Uh, one more thing I required here, like, uh, what is the timely filing limit for this patient in particular?
[AGENT][NEUTRAL] So we don't have timely filing limits?
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][POSITIVE] Well, for this patient, I'm good. So I guess I'm left for the call reference number. Please help me out with that and thank you very much, [PII], for all the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. We don't have claim reference numbers, but you can use my name and today's date. Oh, [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] OK, that's [PII]. I'm really sorry for that. So, yup, I got it and
[CUSTOMER][POSITIVE] Thank you very much for that.
[AGENT][POSITIVE] Thank you for calling APL. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, today I'm good and uh yup, so have a wonderful rest of your day and bye for now.
[AGENT][POSITIVE] Great. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.