AccountId: 011433970860
ContactId: 583fbfb9-c43e-45b2-acd7-5c8713c230f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 920099 ms
Total Talk Time (AGENT): 189808 ms
Total Talk Time (CUSTOMER): 241648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/583fbfb9-c43e-45b2-acd7-5c8713c230f7_20250303T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Apria Healthcare on a recorded line.
[CUSTOMER][NEUTRAL] Could you please help me with the green strategy?
[AGENT][NEUTRAL] Yes, I can check in a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It is, uh, I should.
[AGENT][NEUTRAL] I'm sorry, um, I kind of hard to understand you. Could you repeat that?
[CUSTOMER][NEUTRAL] Yes, it is spelled as A [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that. um can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02336092.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] Yes. The name is
[CUSTOMER][NEUTRAL] [PII]. And the first name would be [PII].
[AGENT][NEUTRAL] OK, and uh did you have the date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] [PII]. OK. And then, what was the billed amount?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The amount is $192.19.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] OK, and I apologize that was for, uh, it's [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, it is for [PII].
[AGENT][NEUTRAL] OK, and that what you did say [PII] correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] We did not receive a claim for that date of service.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[CUSTOMER][NEUTRAL] OK. Does that mean uh I should resubmit the claim?
[AGENT][NEUTRAL] Yes, there's no timely filing limit.
[CUSTOMER][NEUTRAL] Sorry? Can you find me?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Can you verify the ECP ID and the billing address?
[AGENT][NEUTRAL] Yes, so our mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Sorry, could you repeat it again, please?
[AGENT][NEUTRAL] Uh, repeat the mailing address.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the ECS payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, can I submit, resubmit the claim via electronically?
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] Can I resubmit the claim via electronically.
[AGENT][NEUTRAL] Yes, you can use the payer ID to submit the claim.
[AGENT][NEUTRAL] I've also got a fax number if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you
[AGENT][NEUTRAL] Did you want that fax number? I'm sorry, yes, um, OK, that's 877.
[CUSTOMER][NEUTRAL] You try.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yes, I do have another claim.
[AGENT][NEUTRAL] Is this for the same member?
[CUSTOMER][NEUTRAL] No, for the different number.
[AGENT][NEUTRAL] OK, give me just a moment. I'll let you know and I'm ready for that next policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm ready for that next policy number.
[CUSTOMER][NEUTRAL] OK. It is
[CUSTOMER][NEUTRAL] 0199.
[CUSTOMER][NEUTRAL] 0915 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And then the uh name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The service is
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $874.72.
[AGENT][NEUTRAL] That was 874 and 272 cents.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Uh, what was the name of the provider's office you were with? I'm sorry.
[CUSTOMER][NEUTRAL] It is Apria Healthcare.
[AGENT][NEUTRAL] Do you happen to have that tax ID?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you for that. So looks like we did not receive this claim either.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The same as the previous one. Should I just submit the claim?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Should I resubmit the claim?
[AGENT][NEGATIVE] Yes, as we've not received it and there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this would be the same.
[AGENT][POSITIVE] Correct, yes, all of that same information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have the different date of service for the same member.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The rate of service is [PII] and the bill amount is $1110.60.
[AGENT][NEUTRAL] OK, [PII], um, I've not received a claim for that date of service either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Another date of service is [PII] and the bill amount is $350 even.
[AGENT][NEUTRAL] 350 even.
[CUSTOMER][NEUTRAL] Yes, the contact number.
[AGENT][NEUTRAL] OK, and that was [PII], um, so we've not received a claim for that date of service either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] And for, yes, and for [PII].
[CUSTOMER][NEUTRAL] And the bill amount.
[AGENT][NEUTRAL] I'm so sorry. I, it, it did kind of cut out there. Could you, uh, is that another date of service?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] [PII] I don't have any claims for that date of service.
[CUSTOMER][NEUTRAL] Sorry, just a moment.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] for the different number.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Hello? Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, I have another claim.
[AGENT][NEUTRAL] OK, is this for the same number?
[CUSTOMER][NEUTRAL] It is a different number.
[AGENT][NEUTRAL] OK, what was the next date of service?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] I've not received any claims for that date of service for this number.
[CUSTOMER][NEUTRAL] It is for the different number.
[AGENT][NEUTRAL] OK, I, I didn't get any of that information. Give me just a moment.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh