AccountId: 011433970860
ContactId: 5829950d-a4ff-4f8a-9c51-a2b6f75d37d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334660 ms
Total Talk Time (AGENT): 127159 ms
Total Talk Time (CUSTOMER): 58869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/5829950d-a4ff-4f8a-9c51-a2b6f75d37d4_20250512T12:23_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], my name is [PII], and I'm calling from South Regional Healthcare. I just wanted to check up on the claim status.
[AGENT][NEUTRAL] OK, [PII], you're wanting to check on one claim status, is that correct? Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is 018.
[CUSTOMER][NEUTRAL] 41268.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And then, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and his date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Date of service is for [PII] with a billed amount of $296.48.
[AGENT][NEUTRAL] And you did say the year is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the provider group name, please?
[CUSTOMER][NEUTRAL] South Regional Healthcare.
[AGENT][NEUTRAL] OK, I do not show a claim on file for him for that data service and that bill amount.
[CUSTOMER][NEUTRAL] And do you have any fax number that we could use for claims?
[AGENT][NEUTRAL] Uh yes, the claims can be submitted to [PII] attention claims department.
[AGENT][NEUTRAL] And [PII], because this is a supplement to his primary insurance, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Yes, that's all right. Can you let me know the time finding the.
[AGENT][NEUTRAL] And then
[AGENT][NEGATIVE] There is no timely filing limit?
[AGENT][NEUTRAL] And then once we have received the claim, [PII], and it's been processed, we do have a portal in which you should be able to check claim status and the portal website is located at [PII].
[CUSTOMER][NEUTRAL] Is that an open portal?
[AGENT][NEUTRAL] That is a self-registering portal, yes, ma'am, that you should be able to check claim status in once we have processed the claim.
[CUSTOMER][POSITIVE] Alright, thank you so much and [PII], can you help me with the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, ma'am, it would be my name along with today's date.
[CUSTOMER][NEUTRAL] Well, can I also get the initial of your last name, please?
[AGENT][NEUTRAL] [PII], and you didn't give me yours either. What is yours, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. All right, well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Uh-huh, thank you as well.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not doing that.