AccountId: 011433970860
ContactId: 5378d1d0-5a2b-4b3e-972f-8a420d66b893
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 650760 ms
Total Talk Time (AGENT): 129092 ms
Total Talk Time (CUSTOMER): 184255 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5378d1d0-5a2b-4b3e-972f-8a420d66b893_20250603T12:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the provider office to get a client status. Could you please help me with that?
[AGENT][POSITIVE] I'm happy to check on a claim. What is the policy number?
[CUSTOMER][NEUTRAL] It is 01849099.
[AGENT][POSITIVE] Thank you and do you have a good call number?
[CUSTOMER][NEUTRAL] Call number [PII].
[AGENT][NEUTRAL] Thank you for that. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] your.
[CUSTOMER][NEUTRAL] Yeah, [PII] or.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] He just
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] What was the month again?
[CUSTOMER][NEUTRAL] For the bill amount of
[CUSTOMER][NEUTRAL] February.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] $1,235.01.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'm not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I know the effective termination date?
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] Policy is still active, no termination.
[CUSTOMER][NEUTRAL] OK, may I know the timely filing limit?
[AGENT][NEGATIVE] No timely filings.
[CUSTOMER][NEUTRAL] No time is I.
[CUSTOMER][NEUTRAL] OK, uh, may I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. 6001.
[AGENT][POSITIVE] Uh-huh, correct.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The service was rendered in [PII]. It's fine to send this claim to this mailing address.
[AGENT][NEUTRAL] It's [PII], not the one in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] May I get the call reference number?
[AGENT][NEUTRAL] Call references my name with today's date. My name is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, [PII]. Could you please help me to find another one client?
[AGENT][NEUTRAL] Uh, yeah, let me just notate this and I can check another 11 moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the next policy number?
[CUSTOMER][NEUTRAL] Yeah, just give me a moment. I will pull up the details. Just a moment, bear with me.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy ID is 01849099.
[AGENT][NEUTRAL] OK. That's the same patient, [PII].
[CUSTOMER][NEUTRAL] Yeah, sorry, I didn't see that.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, what's the date of service?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII] for the billed amount of $503 even.
[AGENT][NEUTRAL] No claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK. So everything will remain the same. Am I correct?
[AGENT][NEUTRAL] Mm, mhm.
[CUSTOMER][NEUTRAL] When the details are, everything will be remaining.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] OK. Just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have another one time and this is for a different patient.
[AGENT][NEUTRAL] OK. What's that policy number when you're ready?
[CUSTOMER][NEUTRAL] Could you please help me with that?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, one moment, I will.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment, I'll pull up the details. Just give me a moment.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 1947648.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII] for the billed amount of $477 and even.
[AGENT][NEUTRAL] No claims on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know the effective termination date?
[AGENT][NEUTRAL] Effective date is going to be [PII]. Patient is still active, no termination date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There is no time limit for this.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. May I know what is this address? Because every claim has been mentioned this, this address, [PII].
[AGENT][NEUTRAL] That's our old mailing address. It's changed. It's the [PII] one. The [PII] one was the old one.
[CUSTOMER][NEUTRAL] OK, fine. That's fine. Could you please reconfirm that payer ID on 60801. Am I correct?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK. And the mailing address is [PII], and [PII].
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fine. Thanks for assisting me on those claims.
[AGENT][POSITIVE] You're welcome. Have anything else?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Oh, nothing. Thanks. Thanks for assisting me. I wish you have a wonderful day. Bye-bye.
[AGENT][POSITIVE] All right, have a good day. Bye-bye.