AccountId: 011433970860
ContactId: 4ee2d9e4-6dc7-45bc-87cd-2168e432e3cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449359 ms
Total Talk Time (AGENT): 129403 ms
Total Talk Time (CUSTOMER): 128639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/4ee2d9e4-6dc7-45bc-87cd-2168e432e3cd_20250214T17:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Pra's office, checking on a medical claim. How do you spell your name for me?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sure, it's [PII] last initial [PII]
[AGENT][NEUTRAL] And I'm sorry, uh, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me one moment please.
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] 765
[CUSTOMER][NEUTRAL] 563-288-00.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Oh my good. Sorry, one moment, I'm checking. So, uh, can you check with this phone number? It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, what number is that? That's supposed to be the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number.
[AGENT][NEUTRAL] OK. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Last name, [PII].
[CUSTOMER][NEUTRAL] First name [PII], that is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify uh what date, what is the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For $826 even?
[AGENT][NEUTRAL] You said [PII] of $25 in the amount of $826?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what was the balance after primary?
[CUSTOMER][NEUTRAL] $40.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 1,611,610.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 10.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Accupa Laboratories Inc provider's office.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And the name of the provider's office again?
[CUSTOMER][NEUTRAL] Accupat Laboratories.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, I do not show we received that claim. Can you verify the address the claim was submitted to?
[CUSTOMER][NEUTRAL] Definitely. That address is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII]. OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, that is incorrect. When you're ready, I can give you the correct mailing address and uh fax number.
[CUSTOMER][NEUTRAL] Mm, allow me just a moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And, and what is the time frame to submit the claim?
[AGENT][NEUTRAL] Uh, there is no time limit to submit.
[CUSTOMER][NEUTRAL] OK. Please go ahead.
[AGENT][NEUTRAL] OK, the mail address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, do you happen to have, uh, the electronic payer ID?
[AGENT][NEUTRAL] Uh, pay ID is 60801.
[CUSTOMER][NEUTRAL] Is this for Change Healthcare?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is this for Change Healthcare Clearing House?
[AGENT][NEUTRAL] Um, not, um, no, it is 4, give me a moment.
[AGENT][NEUTRAL] SDS.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you provide me with the fax number?
[AGENT][NEUTRAL] Fax number [PII].
[CUSTOMER][NEUTRAL] So if I'm sending uh this claim through the fax, do we required to attach the primary EOB or it just the claim?
[AGENT][NEUTRAL] Uh, we will need primary EOB. This is a secondary policy.
[CUSTOMER][NEUTRAL] OK. May I know the patient's, what is the effective date?
[AGENT][NEUTRAL] Uh, [PII] and the policy is active.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Got it.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Effective from [PII] or secondary, right?
[AGENT][NEUTRAL] Effective date [PII], policy is active.
[CUSTOMER][NEUTRAL] Can you just provide me with the call reference number for the call?
[AGENT][NEUTRAL] Uh, we don't give call reference numbers. You may use my name in today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for assisting me. Have a good day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL. Bye.
[AGENT][NEUTRAL] OK.