AccountId: 011433970860
ContactId: 555c12a2-ca29-4f34-b8c2-3ef500d0a5b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361920 ms
Total Talk Time (AGENT): 131600 ms
Total Talk Time (CUSTOMER): 138145 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/555c12a2-ca29-4f34-b8c2-3ef500d0a5b1_20250430T18:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office for claims information.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number [PII] and the extension is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 0232076.
[AGENT][NEUTRAL] Please repeat that policy number.
[CUSTOMER][NEUTRAL] Policy number 0232076.
[AGENT][NEUTRAL] OK. No one's coming up under that number. Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Uh, I have the last four digits of the social security number.
[AGENT][NEUTRAL] OK, I can look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Member's name is
[CUSTOMER][NEUTRAL] Last name, it's [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, please verify his date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I found him in our system. Would you like his policy number?
[CUSTOMER][NEUTRAL] Yeah, sir.
[AGENT][NEUTRAL] The policy number is 023.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 20076.
[CUSTOMER][NEUTRAL] OK. So I left 10 in our side.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the client?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of service is
[CUSTOMER][NEUTRAL] [PII], charge amount is 14 $1,488 even.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And you said that was [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Um, would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] Uh, it was submitted through mail.
[AGENT][NEUTRAL] OK. And what address was it sent to?
[CUSTOMER][NEUTRAL] Address is
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] No, sir. That's our old mailing address. Um.
[AGENT][NEUTRAL] You need our new mailing address to resubmit the claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. No, [PII].
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You have
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and uh I have one more claim for the same patient for a different date of service. So could you please check is that also sent to the wrong mailing address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's the date of service, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah, I'm not showing that claim on file either.
[CUSTOMER][NEUTRAL] OK, so I'm gonna resubmit these two claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so got it. Thank you. And uh what will be the call reference number for today's call and sorry for asking, uh what will be the policy effective the termination rate for this patient?
[AGENT][NEUTRAL] Um, yes, sir, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, and uh what is the time defining limit?
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] Uh, there is not a timely fi limit to submit the claim, right?
[AGENT][NEGATIVE] Right, there's no timely filing limit.
[CUSTOMER][POSITIVE] OK, got it. Thank you. Thank you and
[CUSTOMER][NEUTRAL] What will the conference number?
[AGENT][NEUTRAL] The reference number is my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.