AccountId: 011433970860
ContactId: 58d2a743-369c-44fd-9322-a6b0d8ed0441
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246300 ms
Total Talk Time (AGENT): 92450 ms
Total Talk Time (CUSTOMER): 89343 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/58d2a743-369c-44fd-9322-a6b0d8ed0441_20250220T17:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Neurology Associates of Charleston. I'm calling in regards to claim status on a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Area code [PII]. It's a department telephone number, no extensions.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 02218541
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with that claim status for [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] It is for [PII].
[CUSTOMER][NEUTRAL] Bill the amount
[CUSTOMER][NEUTRAL] Is $591.
[AGENT][POSITIVE] Alright thank you I'm checking on that for you bear with me just one moment.
[AGENT][NEUTRAL] For [PII]?
[CUSTOMER][NEUTRAL] Correct, [PII].
[AGENT][NEUTRAL] I don't have a claim on file for that data service for [PII].
[AGENT][NEUTRAL] I am showing her policy is active with the effective date of [PII], so the policy was active for that data service.
[CUSTOMER][NEUTRAL] OK, uh, we have.
[CUSTOMER][NEUTRAL] Mailing address [PII].
[AGENT][NEUTRAL] That is the correct address. You can also fax that claim with the primary EOB directly to our claims department if you would like.
[CUSTOMER][NEUTRAL] OK, what is that fax number?
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, so we obviously have mailed it to that location several times since [PII]. You don't have one on file.
[AGENT][NEUTRAL] Not for, not for. Was it a date range or just a single date?
[CUSTOMER][NEUTRAL] Nothing. That
[CUSTOMER][NEUTRAL] No, just that single date, [PII].
[AGENT][NEUTRAL] Mm, no, ma'am. I don't have a claim on file.
[CUSTOMER][NEUTRAL] OK, do you have a filing limit?
[AGENT][NEGATIVE] No, ma'am. No timely filing.
[CUSTOMER][NEUTRAL] No time, OK.
[CUSTOMER][NEUTRAL] And is there a reference number for our call today?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII].
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, I'm all set you have.
[CUSTOMER][POSITIVE] And enjoy the rest of your day, ma'am.
[AGENT][POSITIVE] I hope you do too, [PII]. It was a pleasure to assist you and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.