AccountId: 011433970860
ContactId: 54aca702-afd7-48b5-94ad-00a7cca65782
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261459 ms
Total Talk Time (AGENT): 74887 ms
Total Talk Time (CUSTOMER): 91095 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/54aca702-afd7-48b5-94ad-00a7cca65782_20250312T21:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I was calling um from provider's office. I had a question about um if you all had received a claim from us.
[AGENT][NEUTRAL] OK, I can verify claim status for you. Um, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry, what was it?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Uh, it's gonna be D for 43732202.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah it's [PII] no extension.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] You said the patient name is [PII]?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] And what uh what state is he from?
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] What state is he from?
[CUSTOMER][NEUTRAL] Uh, we're in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I think I should have went to the 90 degrees benefits, but she said sometimes that things get accidentally like routed to you all because she didn't have the claim, so she wanted to see if maybe you all had it and transferred me to you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And it did show they had uh have a policy with us, and I'll give you that policy number while you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it is 256-404-0.
[AGENT][NEUTRAL] And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, it was [PII].
[CUSTOMER][NEUTRAL] And billed amount was 146 59.
[AGENT][NEUTRAL] Um, no, ma'am, I don't sure we've received any claims form. Uh, can you verify the address the claim was submitted to?
[CUSTOMER][NEUTRAL] It looks like we sent it to the clearing house.
[CUSTOMER][NEUTRAL] And we use.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 56116 as the payer ID.
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] I'm not sure what number it is. It's um the pay ID is 64556.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And would that be to you all or the 90 degrees?
[AGENT][NEUTRAL] Well, when claims are either mailed or sent to that payer ID, it goes to both companies.
[CUSTOMER][NEUTRAL] Or does that boast?
[CUSTOMER][NEUTRAL] OK, you said it was uh 64556?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, would you be able to tell me what your all timely is, uh, I be able to submit that. Oh, what your timely filing is.
[AGENT][NEUTRAL] Where our what is?
[AGENT][NEUTRAL] Uh, there isn't one.
[CUSTOMER][NEUTRAL] OK, alright, so I can resubmit this claim then.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] I think that's it. Thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye