AccountId: 011433970860
ContactId: 4e99709e-6b09-4b46-8491-7f5f9d5486e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200410 ms
Total Talk Time (AGENT): 83413 ms
Total Talk Time (CUSTOMER): 68435 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/4e99709e-6b09-4b46-8491-7f5f9d5486e3_20250310T14:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling on behalf of Clark Dermatology. I was calling to verify if you had a claim on file for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] No problem, that's [PII]. My direct extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number that I have here is D as in David 41201324.
[AGENT][NEUTRAL] OK, do you, do you have a policy certificate number? It's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] OK, give me one second to see if I can pull that up.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, and let's see here. Let me go get a scan of the ID card and that would be.
[CUSTOMER][NEUTRAL] OK, that would be 02110943.
[AGENT][NEUTRAL] OK. Perfect. Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, that would be [PII], and date of birth is [PII].
[AGENT][POSITIVE] Perfect. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] No problem. That is [PII]. The total charge is for $245.24.
[AGENT][NEUTRAL] OK, now it's [PII], correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] I don't have a claim for [PII] for this number.
[CUSTOMER][NEUTRAL] OK. Is there a timely filing limit to submit claims?
[AGENT][NEUTRAL] No, we don't have so many filing limits.
[CUSTOMER][NEUTRAL] OK, and what's the correct address to submit claims or payer ID number if we need to submit electronically?
[AGENT][NEUTRAL] OK, for this particular product, this one goes to IMA before it comes to us and it looks like that's going to be the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And then we have a payer ID of 64556.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much. That's what I need to know. And do you have a reference number by any chance?
[AGENT][POSITIVE] You're welcome. Yeah.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Just the spelling of your name, please.
[AGENT][NEUTRAL] OK, sure. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. Bye.
[CUSTOMER][POSITIVE] You too you have a wonderful day.
[AGENT][POSITIVE] Thank you, bye bye.